Customer Support Associate

Post-Onboarding Support 

• Provide post-onboarding follow-up to ensure drivers can effectively use the mobile app, understand trip targets, and manage daily payments.
  

Daily & Multi-Channel Support

• Team members will offer multi-channel support, providing assistance across phone, and chat channels to quickly resolve driver inquiries and technical issues.
  

• Respond to inbound calls and WhatsApp messages regarding trip discrepancies, app navigation errors, and general leasing questions.
  

• Log, categorize, and prioritize customer queries in the ticketing system
  

• Ensure timely responses to tickets within SLA timelines and resolve tickets efficiently as per resolution targets.
  

• Troubleshoot payment and wallet issues, and offer understanding in areas including cash and M-Pesa transactions, ensuring drivers receive accurate breakdowns of earnings, promotions, tips, and deductions.
  

• Maintain high service levels by adhering to response time SLAs and first-contact resolution targets.
  

• Maintain Professional and empathetic communication during issue resolution
  

• Follow up on issues escalated tickets and reports to ensure closure.
  

Payment Reconciliation & Dispute Management

• The team will coordinate with the finance department and external partners to research and resolve payment discrepancies, ensuring timely remittances to drivers.
  

• Assist in reviewing and understanding weekly reconciliation breakdowns from Uber and identify discrepancies due to fare adjustments or customer disputes.
  

• Process and escalate pause requests for payments in case of emergencies, ensuring accurate invoice adjustments and communication of updated schedules.
  

• Liaise with finance to clear outstanding amounts in cases of adjustments and confirm reconciled balances with drivers.
  

• Confirm reconciled balances with drivers and escalate unresolved discrepancies to Level 2 support
  

Escalations & Cross-Functional Collaboration

• Escalated issues will be managed by liaising with internal teams and serving as the primary point of contact for driver concerns.
  

• Collaborate with operations, technical support, and account management to address systemic issues.
  

• Escalate critical cases that are recurring to the Customer Experience function  
  

Record keeping & Reporting

• Generate weekly and monthly performance reports covering ticket volumes, response times, and resolution rates. (Ticket-related metrics) 
  

Continuous Improvement & Knowledge Management

• Contribute to a centralized knowledge base by drafting and updating FAQs.
  

• Stay updated on all functional areas, policies, and processes related to drivers, including onboarding, payments, performance metrics, and lease agreements, to provide accurate and timely responses and assistance to customer queries.
  

Communication & Information Dissemination

• Serve as the key channel for organizational communications, adding clear, concise outro on tickets to relay updates, policy changes, or promotional offers to drivers.
  

• Dynamically update and customize message templates to ensure relevance, consistency, and personalization across all customer touchpoints. 
  

• A Bachelor’s Degree/Diploma in Business, Communications, or a related field is preferred.
  

• 1–2 years of experience in a customer support or service role.
  

• Strong problem-solving and communication skills.
  

• Ability to handle customer interactions with professionalism and patience.
  

• Familiarity with CRM tools and support ticketing systems is an advantage.
  

• Strong organizational skills and keen attention to detail.
  

• Ability to work both independently and collaboratively within a team.
  

• A Comprehensive medical cover.
  
• A vibrant scale-up culture. ​