Driver Support Team Lead

4 weeks ago

Singapur, Singapore Lalamove Full time

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 10-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

What you'll do

  • Lead a team to handle driver enquiries, disputes and compensations to meet operational targets
  • Oversee the review, alignment, and deployment of internal Standard Operating Procedures (SOPs) across multiple departments to ensure cohesive and compliant operations
  • Partner with key stakeholders, including Legal, Marketing, and Business Development, to evaluate and update the platform’s Terms and Conditions for optimal clarity and compliance
  • Collect insights from drivers on fraudulent behaviors and collaborate with the Anti-Fraud team to design and implement effective fraud prevention strategies
  • Manage escalated cases, to ensure timely and effective resolution
  • Conducting performance coaching to Driver Partners who breached platform's policy
  • Ensuring Driver Partners adhere to service and safety rules and conducts by enforcing appropriate disciplinary actions
  • Adept in utilizing Excel/Spreadsheet as trackers to ensure data and information are securely updated, shared and kept
What we seek
  • Objective thinker, able to be firm yet empathetic
  • Analytical and resilient with ambition to work in a high-pressure, fast-paced environment
  • Excellent communication, interpersonal, and presentation skills
  • Energetic, driven, passionate, proactive, and attentive to details
  • Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word, Excel, Outlook)
  • Minimum Diploma in Business or related field
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