Driver Experience Supervisor

About MAX:

MAX is a team of passionate people building digital infrastructure to deliver the future of mobility in Africa and Emerging Markets. We attract people with conviction who are willing to bring new ideas and perspectives to a problem that affects everyone on the planet. 

At MAX, you’ll have a unique opportunity to align your passion with a meaningful mission. 

You will get a real opportunity to grow and make a real lasting impact on the lives of millions of people, and help deliver access to safe, reliable, affordable and sustainable transportation. 

Our Mission:

We are Powering Africa’s Forward Movement, and this is being actualized through our transformative Mission: Making mobility safe, affordable, accessible and sustainable through the deployment of high-performance technology and operators.

We are building the largest vehicle subscription and financial services platform for commercial drivers and transport operators across Africa. Our proprietary technology is enabling Drivers with no banking history to access low to zero emission vehicles, insurance, digital wallets and eHailing services on a subscription basis. From 2019 to 2020, we scaled from 200 to more than 10,000 drivers and have raised more than $40m to achieve our mission. Our goal is to serve 14million gig drivers across Africa's $250B mobility industry. In the short term, we are scaling our impact to 100,000 drivers across 10 cities in 3 countries.

Our Values:

In everything we do, we uphold these 5 values without compromise;

• Transparency: We’re taking everyone along for the ride.
• Integrity: We stand by our word to remain consistent with all parties, including you!
• Initiative: We prioritize ingenious ideas and nurture them which has brought us this far and we’re not stopping now.
• Partnership: We always keep the welcome mat rolled out on MAX Land; everyone is welcome.
• Safety: Safety to us at MAX means taking all road safety precautions, telling others about safety so that mobility is safe and comfortable for all.

Our Impact:

• Financial Inclusion: We fill a critical funding gap for informal operators in Africa by arranging credit to drivers and micro-entrepreneurs who have few credible options.
• Economic Empowerment: We have onboarded +15000 drivers onto our platform with thousands more in the pipeline in a bid to fulfil the transportation needs in Africa.
• Sustainable Job Creation: We are creating direct and indirect jobs through income-generating assets, technology, and continuous skill development training.
• Transport Infrastructure: Our drivers are professionals and can guarantee high quality of service and safety to passengers.
• Environmental Sustainability: We are deploying electric vehicles, charging infrastructure, and battery swapping stations to propel the transition to clean mobility.

Our Investors and Strategic Partners:

MAX has raised $40m in funding to date, from strategic and financial investors including Yamaha, Mastercard, Shell Foundation, Novastar, Alitheia Capital, Goodwell Investments, Breakthrough Energy Ventures, Techstars, and DLM Capital. Its Series A round for $7.5m closed in June 2019 after which the company announced plans to pilot and scale the assembly and deployment of Electric Vehicles (EVs) across Africa. Max expects that 31% of its fleet will be made up of EVs by 2024 and 69% by 2026.

We are raising $50m+ in the next 18 months to continue our hyper-growth trajectory. 

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.

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, Business, Operations, or a related field.
• Minimum of 4–5 years of professional experience, with at least 2 years in a managerial or supervisory role.
• 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

Want to Join Us? Here’s Why You Should…

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