Lease Operations Associate

Key Responsibilities

Driver & Customer Support

• Serve as the first point of contact for driver inquiries and technical issues, providing knowledgeable and timely assistance.
• Help drivers troubleshoot and resolve issues related to their accounts with our partners (e.g., Uber), vehicle performance, or payments.
• Manage and resolve inbound support tickets, calls, and WhatsApp messages, ensuring high customer satisfaction and efficient resolution rates.

Partner Liaison

• Act as the key intermediary between drivers and our partners (Uber, vehicle providers), escalating and tracking issues to ensure timely resolution.
• Coordinate with partners to facilitate and track the resolution of complex issues that are beyond the scope of a standard support ticket.

Onboarding & Payment Support

• Provide support to drivers after onboarding, helping them navigate our systems and understand their initial lease agreement.
• Assist drivers in understanding their reconciled payments and addressing any payment-related inquiries or discrepancies.

Continuous Improvement & Knowledge Management

• Contribute to a centralized knowledge base by drafting and updating FAQs based on common driver inquiries.
• Stay updated on all functional areas, policies, and processes related to drivers, including onboarding, payments, and performance metrics, to provide accurate and timely responses.

Communication & Information Dissemination

• Serve as the key channel for organizational communications, relaying updates, policy changes, or promotional offers to drivers through clear, concise messaging.
• Dynamically update and customize message templates to ensure relevance, consistency, and personalization across all customer touchpoints.

Requirements

Skills & Abilities:

• A Bachelor's Degree or Diploma in Business Administration, Finance, Law, or a related field is preferred.
• Experience in operations, customer support, or contract/lease management is highly desirable.
• Strong organizational skills and exceptional attention to detail & ability to manage financial and lease records accurately.
• Experience with data entry, document management, or administrative tasks is highly preferred.
• Familiarity with contract management principles is an advantage.
• High level of proficiency with Microsoft Office or Google Workspace, especially for spreadsheets and document management.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers and internal teams.
• Ability to work both independently and collaboratively within a team.

Benefits

• Fast-growing e-mobility startup environment focused on sustainability and clean mobility.
• Hands-on experience with lease agreements and financial processes.
• Career growth and learning opportunities in operations, leasing, and contract management.
• Exposure to the e-mobility and asset-financing ecosystem.
• Collaborative, innovative team culture with monthly birthday celebrations and regular team events.
• Ongoing training and professional development.
• A comprehensive medical cover to support your health and wellbeing.