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Hub Expert (Cameroon)

General services
remote
The Hub Expert is the primary on-site representative of Yango Group responsible for providing in-person support, training, and operational assistance to new and existing partner drivers. This role is crucial for ensuring partner engagement, maintaining high service quality, and supporting the growth and efficiency of Yango's operations in the local market.
You will be responsible for
• Onboarding new partner drivers and fleet owners by conducting in-person registration, document verification, and activation, ensuring compliance with Yango and local regulatory requirements • Delivering comprehensive training sessions (individual and group) on the Yango Pro mobile app, local operating procedures, service quality standards, and safety protocols • Serving as the first line of in-person technical and operational support, resolving common issues related to the driver app, payments, account management, and trip-related issues • Monitoring driver performance and assisting low-rated drivers with tailored training and guidance to improve service quality • Communicating with existing partners to share best practices, promote new features and incentives, and help maximize their engagement with the platform • Explaining local bonus programs, performance metrics, and compliance requirements so drivers understand how to achieve their targets • Processing and resolving complex inquiries, including payment discrepancies, urgent incident reports, lost-and-found claims, and account changes • Ensuring the hub facility is well maintained, welcoming, and operates smoothly to handle daily partner traffic and activities • Collecting qualitative feedback from drivers and partners regarding the app, operational challenges, local market conditions, and competitor activities • Compiling and submitting regular reports to the City Operations Manager on daily hub activities, key driver issues, market insights, and performance metrics (successful onboardings, training attendance) • Identifying bottlenecks and inefficiencies in local processes and collaborating with the operations team to suggest and implement improvements
You might be a fit if you have
• 2+ years of experience in a customer-facing role, customer service, or commercial/sales operations, preferably within the transport, logistics, or technology sectors • Fluent French (mandatory) and professional-level English (proficiency in a local language relevant to Yaounde and Douala is an advantage) • Confidence using smartphone applications, Microsoft Office or Google Workspace, and the ability to quickly learn new internal systems • Strong understanding of either Yaounde or Douala's geography, transport sector, and local business environment • Strong problem-solving, analytical, and interpersonal skills, with patience, resilience, and a customer-first mindset • A Bachelor’s degree or equivalent It’d be a plus if you: • Have experience conducting group training or presentations • Have worked in a high-growth startup or technology environment • Have experience with CRM software or ticketing systems
Explore our benefits

  • Life in balance with Yango

    We know how to work hard, but we also know how to have fun together, and we are true believers that the wellbeing of our teams is important

  • Psychological support

    Available in different languages to support you when you need it most

  • Life and private health cover

    Life and private health insurance
*different conditions apply based on hiring location and position type