Driver Experience Officer

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 seek a dedicated and empathetic Driver Experience Officer to enhance the experience of our Champions (drivers) by building strong relationships, resolving issues proactively, and ensuring seamless operational support. The ideal candidate will be a problem-solver with excellent communication skills, capable of acting as a trusted liaison between drivers and internal teams. You will play a key role in ensuring our drivers feel supported, heard, and valued.

What will you do:

• Build strong, positive relationships with drivers to foster trust and long-term engagement.
• Ensure driver satisfaction through timely issue resolution and consistent communication.
• Proactively identify and address concerns before they escalate into formal complaints.
• Provide ongoing support beyond problem-solving, including:
• Clarifying operational policies and procedures
• Offering performance guidance
• Advocating for driver needs within the organization
• Work cross-functionally with technical and maintenance teams to deliver smooth and efficient operational support to drivers.
• Monitor and track driver feedback, concerns, and support outcomes using appropriate tools (e.g., CRM systems).
• Escalate recurring or systemic issues to relevant internal teams for resolution and improvement.
• Contribute to initiatives that improve the overall driver experience.

• Minimum of 2 years in customer service or customer success.
• Experience in the telecoms, logistics, or e-commerce industries is highly preferred.
• Minimum of Higher National Diploma (HND) in any relevant field.
• Relevant customer service or operations training is an advantage.
• Strong interpersonal and communication skills
• Ability to anticipate and resolve problems quickly and effectively
• Detail-oriented with strong organizational skills
• Tech-savvy and comfortable using support or ticketing systems
• A team player with the ability to collaborate across departments

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