Live Operations Agent

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Monitor live orders from initiation to delivery, identifying any delays, stuck, or unassigned orders.

• Manually allocate or reassign orders to couriers when the automatic dispatch system fails.

• Track delivery times, order acceptance rates, and cancellations across different zones.

• Assess courier availability and supply relative to demand in each region.

• Address rider-related issues such as no-shows, vehicle breakdowns, accidents, prolonged waits at restaurants, and unreachable riders.

• Collaborate with the supply team to coordinate incentives or surge boosts during peak hours.

• Assist with rider onboarding challenges and address app or login concerns.

• Communicate with restaurants regarding delayed preparations, rejected orders, or items that are out of stock.

• Follow up with vendors that are offline or slow to accept orders.

• Update menu availability and operating hours in real-time as necessary.

• Elevate recurring vendor issues to the account management team.

• Resolve live order issues involving late, incorrect, missing, or damaged items.

• Process refunds, compensations, and re-deliveries in accordance with company policy.

• Reach out to customers regarding address discrepancies, failed deliveries, or unreachable phone numbers.

• Work with customer support on escalated complaints.

⛳️ Requirements

• A Bachelor’s degree or equivalent in Business, Logistics, Operations, or a related field (or equivalent practical experience).

• 1 to 3 years of experience in live operations, dispatch, logistics, customer support, or a similar real-time position.

• Prior experience in food delivery, quick commerce, ride-hailing, or e-commerce operations is highly advantageous.

• Proven ability to manage high order volumes and work under peak-hour pressure.

• Fluent in Arabic (both spoken and written).

• Proficient in English for reporting, utilizing tools, and internal communications.

• Comfortable using live dashboards, maps, and admin or dispatching tools.

• Skilled in Excel or Google Sheets (including filters, pivot tables, and basic formulas).

• Familiar with ticketing and communication tools.

• Capable of quickly learning new internal systems.

🏝️ Benefits

• Comprehensive training and development opportunities.

• Dynamic work environment with a focus on teamwork and collaboration.

• Competitive salary and performance-based incentives.

• Flexible working hours and potential for remote work.

• Health and wellness benefits.