Driver Support Specialist

Key Responsibilities 

You will own six core areas across onboarding execution, partner engagement, and operational continuity. 

1. Proactive Funnel Management 

- Drive high-volume delivery-partner activations via outbound calls, SMS, and follow-ups targeting Klang Valley prospects. 

- Engage both RSVP-ed and cold-call prospects to compress time-to-activate. 

2. End-to-End Onboarding Execution 

- Man physical counter setups on weekdays and weekends. 

- Handle document vetting, payment validation, and partner account activation. 

- Manage on-site inventory for onboarding materials and equipment. 

3. Output Targets 

- Meet daily partner activation targets as set by the reporting manager, with higher output expected on weekends to support peak onboarding setups. 

- Consistently deliver against operational benchmarks and contribute to continuous improvement of the onboarding process. 

4. Post-Activation Monitoring 

- Track newly onboarded delivery-partners to ensure each completes their first delivery trip within 7 days of activation. 

- Monitor early lifecycle metrics and flag drop-off patterns for improvement. 

5. Incident & Stakeholder Management 

- Serve as the primary front-line point of contact for escalated driver and delivery-partner inquiries — resolving issues face-to-face. 

- Ensure swift conflict resolution, a supportive environment, and operational continuity at all times. 

6. Cross-Functional Collaboration & Ad Hoc Support 

- Partner with Driver Onboarding and Acquisition teams to audit workflow efficiencies and support seamless operations. 

- Conduct partner engagement workshops and community events as directed. 

- Drive continuous improvement by analyzing trend data and identifying workflow inefficiencies. 

- Assist with any ad hoc tasks delegated by the reporting manager.