As a Live Ops Advisor you will provide exceptional customer service and support to our on ground team. The primary responsibility of this role is to ensure the timely resolution of all rider and picker related issues and to provide guidance and support to riders throughout their order journey.
- Respond promptly and professionally to rider and picker inquiries related to deliveries, payments, technical issues, and complaints through calls, emails, and chat
- Look into any orders that may need attention and support riders and pickers in handling orders efficiently and troubleshoot issues affecting order fulfillment
- Identify and escalate repeated patterns of failure points, system-related concerns, or operational inefficiencies to the Escalations team or relevant stakeholders
- Provide remote support with basic technical troubleshooting related to order management systems, applications, and connectivity issues
- Maintain accurate records of rider and picker interactions, issue resolutions, and compliance reports to ensure operational transparency and accountability
- Work closely with the operations and customer service teams to refine support workflows, reduce friction in order handling, and drive operational excellence
- High school diploma or equivalent; bachelor's degree preferred.
- Minimum 1+ years of experience in rider support or dispatch roles
- Strong communication skills in English and Arabic, both verbal and written
- Ability to work flexible hours, including weekends and holidays
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Ability to work in a fast-paced, dynamic environment with changing priorities and multiple tasks
