Driver Customer Success Associate

Angkas’ mission is to eradicate poverty in the Philippines by providing opportunities for its bikers to create a source of livelihood that impacts their family and their communities. 

The Driver Customer Success Associate, will play a crucial role in setting up the foundations in making this happen - from ensuring a high-quality, long-term experience for drivers. 

What you’ll be doing:

A. Communications

• Draft and schedule daily or weekly driver updates (hospots, announcements, tips)
• Monitor driver group chats or inboxes for issues or trends
• Respond to inbound driver questions or support requests
• Manage support escalations and issue resolution

B. Training & Development

• Develop learning contents to improve driver professionalism, customer service, and platform knowledge
• Track completion rates of training and engagement levels with content
• Share and communicate learning visuals, APP-dates through driver group chats

C. Retention

• Monitor driver activity and engagement metrics daily to identify drivers who show signs of disengagement
• Contact inactive or low-performing drivers to re-engage them with tailored support
• Develop and run driver loyalty programs
• Conduct regular FGDs to understand drivers’ needs and pain points.

Adhere to company policies and procedures

Achieve or exceed targets and key objectives assigned by your Immediate Superior

Accept other associated responsibilities and projects as the need arises.

Requirements

• Bachelor's degree in any relevant courses
• At least 2 to 3 years of experience in administration, training and development, and retention
• Experience in MS office, Google workspace, data analysis and reporting, process documentation