Driver Support Team Lead

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 and support a team in handling driver enquiries, disputes and matters, while driving performance to meet service and operational targetsHandle escalated cases, ensuring timely and effective resolutionUtilize Excel/Google Sheet trackers to track operational data, analyze key metrics, and prepare weekly reportsIdentify and implement process improvements to optimize service processes, reporting accuracy, and operational efficiencyOversee the SOP guidelines and ensure they are reviewed and updated regularly to maintain operational efficiency and compliancePartner with key stakeholders, including Legal, Marketing, and Business Development, to review and enhance platform Terms & ConditionsCollaborate with the Anti-Fraud team to champion anti-fraud efforts and drive the implementation of effective fraud prevention strategiesCoach and guide Driver Partners on policy breaches, enforcing disciplinary actions where neededSubmit statutory incident reports to relevant authorities for Driver Partners who sustain injuries during operations in compliance with regulatory requirements What we seek Proficiency in Microsoft Excel/Google Sheet is a mustMinimum 3 years of relevant experience, with at least 1 year in a supervisory roleAnalytical and objective thinker, able to be firm yet empatheticResilient with ambition to work in a high-pressure, fast-paced environmentExcellent communication, interpersonal, and presentation skills Additional Information To all candidates- Lalamove respects your privacy and is committed to protecting your personal data.This Notice will inform you how we will use your personal data, explain your privacy rights and the protection you have by the law when you apply to join us. Please take time to read and understand this Notice. Candidate Privacy Notice:https://www.lalamove.com/en-hk/candidate-privacy-notice

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