Role-based in Nairobi Kenya

Start date: 5th January 2025

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Who we are: 

At SafeBoda, driving Africa forward by transforming transportation and delivery services to be safe, affordable, and reliable. Our platform is carefully designed to meet the needs of African consumers as a one-stop shop for transportation and on-demand services. 

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Operational in Uganda and Kenya we are a venture-funded Series B company that is already having a huge impact on millions of people in Africa. Our backers include Google, Unbound, Argor (GoJek’s VC), AllianzX, Yamaha, and Beenext, among others. We have a passionate and highly engaged team of superstars based in East Africa. Together, we aim to revolutionise transport and logistics in Africa’s cities.

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Job Summary:

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The Driver Support Senior  Associate will play a vital role in supporting rider and driver recruitment, driver engagement, and ensuring the overall well-being of our driver community. This multifaceted role also involves providing customer care support to enhance the overall SafeBoda experience.

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Key Responsibilities:

1. Rider and Driver Recruitment: Actively source, train, and onboard new riders and drivers. conduct orientation sessions and ensure compliance with onboarding procedures.
2. Driver Engagement: Foster positive relationships with drivers through regular communication and engagement initiatives and Implement strategies to boost driver satisfaction and loyalty.
3. Driver Quality: In liaison with the Country Manager, develop and implement fraud mitigation strategies and create and continually improve driver quality programs. Ensure the team’s full compliance with driver disciplinary procedures. 
4. Customer  Support: Respond promptly and professionally to driver and passenger inquiries, concerns, and feedback
5. Initiate proactive interactions: Take the initiative to connect with passengers and drivers through calls and surveys, aiming to enhance engagement, ensure retention, and optimize customer lifetime value.
6. Driver Well-being: Monitor and assess the well-being of drivers, addressing concerns related to their physical and mental health, and implement well-being programs and initiatives to enhance the overall work experience for drivers.
7. Operational Support: Assist in day-to-day operational tasks, including monitoring service levels, and collaborating with other teams to address operational challenges and improve overall efficiency.
8. Basic reporting: Prepare regular reports on driver recruitment, engagement, quality, & well-being plus customer support metrics.
9. Compliance: Ensure that all drivers comply with company policies, local regulations, and safety standards. and collaborate with relevant teams to address compliance issues promptly.

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Qualifications & Technical skills required

• Bachelor's degree in Business Administration, or a related field.
• Must own a LAPTOP and should have the basic knowledge of using Excel and Google Sheets
• Previous experience in driver operations, operations or customer service roles
• Analytical mindset with the ability to interpret and analyze data.
• Proactive and detail-oriented with the ability to multitask effectively.

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Key Competencies/Personal Skills 

• Communication Skills: Effectively conveys information through verbal and written communication.
• Customer Focus: Prioritizes the needs and satisfaction of customers.
• Problem-solving: Analyzes situations and proposes effective solutions.
• Organizational Skills: Manages tasks, time, and resources efficiently.
• Initiative: Takes proactive steps to contribute to team goals and objectives.
• Customer centricity: Demonstrates empathy and professionalism in addressing customer concerns.
• Learning Agility: Ability to quickly learn and apply new skills and information.
• Proven ability to work under pressure and solve problems in fast-paced environments
• Professional, positive, energetic, and patient attitude with a good sense of humor.
• Demonstrated ability to work effectively both as part of a team and independently

Benefits

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1. Health insurance
2. SafeBoda transport credits
3. Paid annual leave
4. A supportive team environment with mentorship from SafeBoda leadership 
5. Be a critical part of a team at the pinnacle of tech entrepreneurship in Africa

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Company Values

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1. Community: Community drives us. We treat every driver, staff member, and customer with respect, knowing that together, we are stronger.

2. Safety: We stand for safety. We protect our drivers, passengers

3. Innovation: We challenge the status quo and create smart, practical solutions that make everyday life simpler and safer

4. Transparency: We are open-minded and candid, openly sharing our opinions without fear of judgment. We actively seek feedback on our product and performance to continuously improve.

5. Integrity: We earn trust by staying true to our values, holding ourselves to the highest standards, and delivering on our promises.

6. Collective Commitment: Everyone is encouraged to disagree while a decision is being made. However, once a decision has been made, everybody must commit to it. “I agree and I commit, I disagree 

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Ready for the Challenge? 

Send an email to recruitment@safeboda.com,  attaching your CV. Please use "Driver Support Senior Associate” as the email subject. Only shortlisted candidates will be contacted.

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