Posted · via MAX’s careers page
First seen today on MAX’s site
Based in Nigeria, not fully remote. The employer names a city in Nigeria but not the work setup. Plan for office days and confirm in the interview.
Read from the listing itself, not guessed. “Remote” does not always mean any country, so confirm with the recruiter.
At MAX, we are powering Africa’s forward movement by building the future of mobility across the continent and in emerging markets. Our mission is simple yet transformative: to make mobility safe, affordable, accessible, and sustainable for all, through high-performance technology and world-class operators.
We are creating the largest vehicle subscription and financial services platform for commercial drivers and transport operators in Africa. By combining technology, energy infrastructure, and financial innovation, MAX enables drivers with little or no banking history to access low- to zero-emission vehicles, insurance, digital wallets, and e-hailing services, all on a subscription basis.
Since launching, we’ve grown from just 200 drivers in 2015 to empowering over 55,000 riders (which we call Champions) and spread across 3 West African Countries - Nigeria, Ghana and Cameroon, with a plan to spread across Africa in the near future.
Vision, Mission and Values
MAX is powering Africa’s Forward Movement and has a goal to make mobility safe, affordable, accessible, and sustainable by leveraging technology, financial inclusion, and clean energy solutions. To achieve this, we are driven by core values which are at the heart of all we do. These are:
Transparency – We take everyone along for the ride.
Integrity – We stand by our word and remain consistent with all stakeholders.
Initiative – We champion bold ideas and nurture innovation at every step.
Partnership – We keep the welcome mat rolled out; collaboration is at our core.
Safety – We prioritize safety so that every ride is safe, reliable, and comfortable.
Our Impact
Over the years, we have empowered over 55,000 riders (whom we call champions) with access to income-generating assets (two-wheelers and three-wheelers) through our rent-to-own (pay-as-you-go) model, a first-of-its-kind in Africa. In addition to this, to further enable these riders to start their business immediately, we have created the MAX Advantage, a suite of benefits which include vehicle license and insurance, health insurance, maintenance and emergency services.
First, we began with low-emission vehicles. Now, we’ve pivoted fully to EVs, steadily moving toward our goal of deploying over 10,000 across Nigeria and Ghana by 2025, as well as building a first-of-its-kind in Nigeria solar-powered battery swap stations to enable our champions to swap their batteries in less than 3 minutes!
By doing this, we are not only empowering our champions, but we are also protecting the earth, and increasing the purchasing power of our riders thanks to zero emissions, zero fuel cost and less maintenance cost of EVs.
At MAX, passion meets purpose. We are not just moving people and goods, we are creating livelihoods, reducing emissions, and transforming Africa’s mobility ecosystem. Because for us, every ride isn’t just a journey; every ride empowers us.
MAX is trusted by some of the world’s most respected strategic and financial investors. To date, we have raised over $70M to accelerate the future of sustainable mobility. Our backers include: Lightrock (part of the LGT Group), Global Ventures, Yamaha, Mastercard, Shell Foundation, Novastar Ventures, Goodwell Investments, Breakthrough Energy Ventures, Techstars, DLM Capital.
In December 2021, MAX achieved the first close of its $31M Series B, laying the foundation to scale vehicle subscriptions, fintech products, and electric vehicles (EVs) across Africa. We are now entering our next growth chapter. By 2024, 31% of our fleet will be electric; by 2026, 69% will be electric. To achieve this bold vision, MAX is raising $100M+ in the next 12 months to permanently transform mobility infrastructure and unlock prosperity across Africa.
Role Overview: Champion Success Officer
The Customer Success Officer will be responsible for ensuring a seamless and positive experience for customers/partners throughout their engagement with MAX. The role combines training and onboarding, vision testing, welfare support, escalation management, issue resolution, and customer activation/deactivation.
The ideal candidate will serve as a key point of contact for customers/partners, ensuring they are properly onboarded, supported, activated, and retained while maintaining high service and compliance standards.
Key Responsibilities
Champion the end-to-end training and onboarding process for new customers/partners through the Academy.
Facilitate onboarding sessions and ensure participants receive the required knowledge, skills, and information.
Track onboarding progress and ensure all required documentation and training requirements are completed.
Identify onboarding gaps and recommend improvements to enhance the customer experience.
Maintain accurate records of training attendance, completion, and onboarding status.
Collaborate with relevant teams to ensure a smooth transition from onboarding to active operations.
Conduct or coordinate vision tests as part of the onboarding and compliance process.
Ensure all customers/partners undergo the required vision screening before activation.
Accurately document and update vision test results on the relevant systems.
Escalate failed or inconclusive vision tests for appropriate review and resolution.
Ensure compliance with established vision-testing standards and procedures.
Serve as a key support contact for customer/partner welfare-related concerns.
Receive, investigate, and resolve customer/partner complaints and operational issues.
Manage escalations effectively and ensure issues are resolved within agreed timelines.
Follow up with customers/partners to ensure satisfactory resolution and closure.
Identify recurring issues and provide insights to relevant teams for corrective action.
Maintain accurate records of complaints, escalations, resolutions, and customer interactions.
Demonstrate empathy and professionalism when handling sensitive welfare and customer-related matters.
Manage the activation process for customers/partners who have successfully completed all onboarding and compliance requirements.
Verify that all required documentation, training, testing, and eligibility requirements are fulfilled before activation.
Process deactivation requests in line with approved policies and procedures.
Ensure accurate and timely updates of activation/deactivation status on relevant systems.
Coordinate with relevant departments to resolve issues preventing activation or requiring deactivation.
Maintain proper documentation and audit trails for all activation and deactivation activities.
Requirements
2-3+ years experience in customer experience, teaching or related field.
Experience in startups, mobility, fintech, logistics, marketplaces, academic institution or tech-enabled businesses is strongly preferred.
Proven track record of customer satisfaction and customer retention, or product communication
Experience working with performance marketing, CRM, lifecycle marketing, and analytics tools.
Skills & Competencies
Strong analytical and problem-solving skills.
Proficiency in Google Suite tools.
Excellent stakeholder management and communication skills.
Strong execution discipline with the ability to manage multiple priorities.
Commercially minded with strong business acumen.
Education
Bachelor’s degree in Business, Education or relevant field
MBA or relevant certifications is an advantage.
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, color, tribe, nationality, and disability.
The MAX Work Environment:
Drive: We are building a team where everyone is a leader and therefore run 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 & benefit
Health insurance cover
Frequent performance chats & reviews
High performing & passionate team members + fun work culture!
Ready to apply?
Your application goes straight to MAX, on their own hiring page.
Vehicle financing and electric mobility for drivers and riders across Nigeria.
Lagos, Nigeria · Series B
