Driver Experience Supervisor at Max Drive

Max Drive - We are a team of passionate people and a leading technology-enabled company driven by a vision to solve the mobility challenges in Africa. We want to get people and goods to their destinations hitch-free. It is personal for us because we understand the frustration of epileptic transportation. We are making mobility safe, affordable, accessible, and sustainable through the deployment of high-performance technologies and operators.

We are recruiting to fill the position below:

Job Title: Driver Experience Supervisor

Location: Lagos, Nigeria
Job type: Full time (On-site)
Department: Driver Operations

Job Description

• We are seeking an experienced and proactive DXP Unit Supervisor / Manager to lead and oversee the day-to-day operations of our Driver Experience (DXP) team.
• This role is responsible for ensuring top-notch service delivery, optimizing team performance, and resolving systemic driver-related issues through collaboration with cross-functional teams.
• You will play a key role in building a driver-centric culture that enhances engagement, satisfaction, and loyalty.

Responsibilities
What will you do? 

• Supervise and manage the entire DXP Unit to ensure high service standards and team efficiency.
• Monitor and track performance metrics such as:
  • Issue Resolution Time (IRT)
  • First Contact Resolution (FCR)
  • Customer Satisfaction Scores (CSAT)
• Develop and implement strategies to improve:
  • Call center operations
  • Driver welfare services
  • Driver community engagement and feedback systems
• Work cross-functionally with Product, Fleet Operations, Payment Platform Providers, and Business Support Services (BSS) to resolve systemic pain points affecting drivers.
• Provide timely and accurate weekly and monthly performance reports to the Head of DXP.
• Support team training, coaching, and capacity-building to improve operational excellence.
• Foster a culture of accountability, customer focus, and continuous improvement within the unit.

Requirements

• Bachelor's Degree in Social Sciences, or a related field.
• Experience in Customer Service Management is compulsory.
• Minimum of 4–5 years of professional experience.
• Strong analytical skills and experience with performance monitoring tools and KPIs.
• Proven ability to lead customer-facing teams, especially in high-paced environments
• Excellent interpersonal and communication skills—both written and verbal.
• Experience working in or with the mobility, transportation, or EV sector is highly preferred.
• Strong problem-solving mindset and ability to collaborate across multiple departments.
• Comfortable creating detailed performance reports and presenting to senior stakeholders.

Benefits

• At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set, regardless of looks, gender, sexual orientation, colour, tribe, nationality, or disability.

The MAX Work Environment:

• Drive: We are building a team where everyone is a leader and therefore runs on internal motivation
• Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans; we are committed to providing a lasting solution.
• Humility: We are committed to continuous learning and improvement. We learn, unlearn, and relearn
• Initiative: We welcome novel ideas and encourage creativity
• Diligence: We take great pride in our work.
• Candor: We value open and honest communication
• Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.
• Bias for Technology: We automate everything

What You’ll Get:

• Competitive pay & benefits
• Flexible work and hybrid working model
• Unrivaled Learning and Development

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online