Job Opportunities at Go Rides

About the Role

• We are looking for an office manager who can wear multiple hats and manage the day to day running of our young and vibrant office!
• You will be responsible for creating a safe, welcoming and efficient environment and you will work with vendors and team members on ongoing responsibilities and special projects.

What you’ll be doing

• Responsible for ensuring the smooth running of the Abuja office, including creating policies, practices and procedures
• Management and liaison with vendors – responsible for office services, equipment, and refreshments
• Management of office administration such as post and filing of documentation
• Management of administration for operations teams such as vehicle licence registrations and fines management
• Assisting in local HR matters like onboarding and off-boarding employees, arranging access for visitors, liaising with IT for new joiner IT orientation
• Involvement in special projects such as setting up new facilities for driver onboarding
• Co-ordinating company personnel logistics e.g. visas, hotel accommodation, flight bookings
• Organising socials, meetings, celebrations and events for the team.
• What you will need for this position
• You are a good team player with a proactive attitude, you take initiative and can work autonomously with limited supervision
• You have excellent communication skills and interpersonal skills to manage various stakeholders, internal and external
• You can work calmly and efficiently in a fast-paced environment
• You are super organised & can handle multiple tasks and competing priorities
• You are technically savvy and can learn new technologies that we adopt

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About the Role

• The Sales/Onboarding Executive will be charged with providing excellent in-person support to drivers, ensuring their satisfaction.
• The Sales/Onboarding Executive will onboard and guide drivers while promoting the GoRides brand and maintaining compliance with company standards.
• The goal will be to resolve driver-related issues, collaborate with the Customer Success Manager to foster positive relations and manage driver acquisition, referral programs, incentives, and agency relationships to meet company goals.

What You’ll be Doing

• Deliver 100% satisfaction, and in-person support to our drivers.
• Walk drivers through onboarding and all of the tools to be successful
• Help brand the GoRides name and get drivers excited
• Stay on top of GoRides policies and procedures
• Register new drivers, and review accurate drivers’ information while ensuring compliance with GoRides standards.
• Welcome and greet customers delightfully.
• Accurately describe GoRides product features and benefits to drivers.
• Ensure all onboarded drivers are transferred to the GoRides Fleet account.
• Resolve driver-related issues.
• Work with the City Fleet Manager in building harmonious relations between drivers.
• Build the driver funnel dashboard for new driver acquisition across various channels
• Manage driver referral and incentive schemes.
• Manage driver agency relationships to ensure they meet company KPIs.

What You will need for this position

• A Bachelor’s degree in any field such as sales, marketing, operations or any related fields.
• Minimum of 2 years of experience in operations, supply chain, logistics or marketplace experience in the mobility or tech industry.
• Excellent communication skills.
• Excellent interpersonal and presentation skills, with the ability to communicate effectively (written and oral) with others at all levels of the organisation and externally.
• Must be customer service-centric.
• Must possess basic administration skills.
• Ability to work independently, with little or no supervision.
• Ability to work in a fast-paced environment.

Key Metrics

• Daily target of enrolling 20 drivers while collecting their security deposit.
• 75% conversion from lead generation to conversion with deposit
• First trip to first-month trip target to be mapped to performance
• Executive to DP knowledge transfer about GoRides rentals to be monitored and evaluated basis DP first few weeks of performance.

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About the Role

• As a Recovery Executive at GoRides, you will play a pivotal role in the company’s financial stability by managing and overseeing the recovery of outstanding payments and debts.
• Your responsibilities will include proactively contacting customers with overdue accounts and maintaining accurate records of all communication and transactions.
• You will collaborate closely with cross-functional teams to ensure the resolution of outstanding issues while upholding GoRides commitment to exceptional customer service and ethical debt recovery practices.

What You’ll be Doing

• Recover vehicles from non-compliant drivers .
• Tow or Lift vehicles that are unable to be driven.
• Drive the senior security lead on official assignments.
• Source and maintain relationships with recovery partners

What You will need for this position

• Minimum of secondary school certificate or equivalent.
• 5+ years of proven driving experience.
• Good knowledge of routes and locations.
• Must have basic knowledge of vehicle components (i.e. mechanical and body).
• Must have good communication skills.
• Key Metrics
• % of recovery allocated and completed
• TAT for recovery by monitoring recovery agents
• Road safety and regulation compliance during recovery
• Minimising recovery by resolving DP returns through voluntary returns or having the DP continue driving with GoRides.

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About the Role

• City Fleet Manager, who will be charged with monitoring, supporting, and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What you’ll be doing

• Managing the strategy for and execution of driver lifecycle events from sourcing to offboarding.
• Building and managing a team to build processes for and manage driver lifecycle and performance.
• Handling escalations and managing conflict resolutions with our customers.
• Planning, processing, and executing approved vehicle purchases through our partner TGF.
• Ensuring fleet operations are in compliance with local and state rules and regulations.
• Finding ways to cut costs and maximize profits.
• Supporting operational driver safety and compliance.
• Contributing to the budgeting process from a Fleet Operations perspective.
• Liaising with peers within the region & company to share knowledge and optimize operations.
• Monitoring driver behavior’s and ensuring a high level of customer service.
• Analyzing data to increase business operational efficiency.
• Lead deployment and quality of supply chain (i.e. GoRides Driver-partners).
• Collaborate with marketing teams to initiate creative local strategies and user growth campaigns.
• Recommend improvements to the product models to ensure that products are affordable and attractive to our driver partners.
• Focus the team on ensuring DPs hit their KPIs.
• Set team KPIs.

What you will need for this position

• Preferred degree in Logistics or Mechanical Engineering or Management or on the job experience.
• Ideally 6+ years of similar experience in logistics or supply functions in startups
• Candidates must have excellent communication skills
• Candidates must have strong negotiation skills
• Outstanding organizational skills.
• Analytical mindset and good problem-solving skills.
• Candidates will be subject to analytical test prior to interviews
• Candidates must be tech-savvy and datacentric.
• Growth mindset to scale up products and new geographies.

Key Metrics

• Weekly P&L output – Actuals vs Targets
• Weekly Fleet Utilisation % of the fleet – Actuals vs Targets
• Driver Full Deposits in hand where relevant by market
• NPA %
• Monthly Recovery % against fleet size
• Cash Collection % against receivables
• City Driver Partner satisfaction score
• Fleet Safety – Telematics & Cameras
• Overall Fleet Growth
• Driver conversion vs vehicle ramp up targets

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About the role

• GoRides is looking for a professional with excellent communication and an entrepreneurial attitude to be the Customer Success Executive, [Abuja].
• The Customer Success Executive will be responsible for multi-hatting across driver contact and resolution, payment management, monitoring driving behaviour, and customer satisfaction.
• The ideal candidate for the role will be someone who is skilled in communication, problem solving, end to end query resolution, and has great time management and data / system handling. Based in the Operations team, the Executive will be a representative and ambassador for the FCT organisation to all customers through tenure with GoRides.
• If you have a customer-facing background, are determined to quickly and effectively resolve customer issues, resilient to have difficult conversations when there are breaches of contract, and want to build your experience across a large number of operations in a fast-evolving and continuously improving environment, this role is for you!

What You’ll be Doing

• Resolving all driver inbound customer queries
• Being first line support for time critical driver queries such as breakdown or accident
• Communicating important information to customers on behalf of GoRides as and when required
• Generating driver statements and reconciling driver payments against forecasts
• Ensuring all drivers are meeting payment obligations
• Contacting drivers and resolving cases of non-adherence to payments
• Managing drivers holidays and maintenance requests against their contracts
• Communicating and transferring liability for drivers fines and excess payments
• Monitoring drivers are compliant with rules and regulations through the GoRides policies.
• What You will need for this position

Degree in any discipline

• Experience in customer care/support roles
• Good problem solving skills and able to manage customer queries end to end
• Resilient and able to have difficult conversations tactically, i.e. to chase arrears
• Detail oriented and able to manage data across payment, contact and telematics platforms
• Proficient in the use of IT systems (Microsoft Excel, CRMs i.e. Freshdesk, etc)
• Able to effectively time manage and re-prioritise in an agile manner
• Collecting driver satisfaction data and driving improvements

Key Metrics

• Contact first response time
• Contact resolution time
• Driver retention
• Vehicle retrieval time (post termination)
• Vehicle cost retention
• Cash collection

Who You’ll Be Working with:

• Directly reporting to our City Manager, and closely working with our Operations Team.