Customer Success Associate job at GreenWheels

JOB SUMMARY

At Greenwheels Uganda, customer success is a growth strategy. You will be responsible for the performance and wellbeing of an assigned portfolio of active drivers. You will monitor success metrics, step in early when issues arise, and help drivers build the habits and discipline that make this model work.

KEY RESPONSIBILITIES

MONITOR DRIVER PERFORMANCE

Track key metrics and identify at-risk drivers early.

PROACTIVE DRIVER OUTREACH

Check in with drivers, understandi challenges and resolve root causes.

COACHING & INTERVENTION

Implement coaching and action plans and follow up on outcomes.

RECOGNITION & RETENTION

Recognize top performers and build strong relationships for long-term commitment.

REPORTING & COLLABORATION

Prepare portfolio reports and share insights with relevant teams for joined-up action.

YOU SHOULD:

• Have experience in account management, community engagement, customer success, or a similar relationship-driven role.
• Be comfortable reading and working with data able to translate numbers into people-focused actions.
• Be a strong communicator in Luganda and English-equally effective on a call, on WhatsApp, or face-to-face.
• Be empathetic, persistent, and results-oriented genuinely invested in drivers success.
• Have familiarity with the boda boda industry and Kampala's operating environment.

• Track key metrics and identify at-risk drivers early.
• Check in with drivers, understand challenges and resolve root causes.
• Implement coaching and action plans and follow up on outcomes.
• Recognize top performers and build strong relationships for long-term commitment.
• Prepare portfolio reports and share insights with relevant teams for joined-up action.

• Account management
• Community engagement
• Customer success
• Relationship-driven role
• Data analysis
• Communication (Luganda and English)
• Empathy
• Persistence
• Results-oriented
• Familiarity with boda boda industry
• Familiarity with Kampala's operating environment

• Experience in account management, community engagement, customer success, or a similar relationship-driven role.
• Comfortable reading and working with data, able to translate numbers into people-focused actions.
• Strong communicator in Luganda and English.
• Empathetic, persistent, and results-oriented.
• Familiarity with the boda boda industry and Kampala's operating environment.