Live Ops Advisor - instashop

Company Description

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.

Job Description

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

Qualifications

• 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