Live Ops Advisor

About the role

instashop, an online local marketplace in the UAE and Egypt and part of the Delivery Hero group, is hiring a Live Ops Advisor in Cairo. The role provides customer service and support to the on-ground team, ensuring timely resolution of rider and picker issues and guiding riders throughout their order journey.

Key responsibilities

• Respond promptly and professionally to rider and picker inquiries about deliveries, payments, technical issues and complaints by call, email and chat
• Review orders needing attention and help riders and pickers handle them efficiently, troubleshooting order-filling problems
• Identify and escalate repeated failure points, system concerns and operational inefficiencies to the Escalations team or relevant stakeholders
• Provide remote support with basic technical troubleshooting of order management systems, apps and connectivity issues
• Maintain accurate records of interactions, issue resolutions and compliance reports
• Work with operations and customer service teams to improve support workflows and reduce friction in order handling

Required profile

• High school diploma or equivalent; bachelor's degree preferred
• At least 1 year of experience in rider support or dispatch roles
• Strong verbal and written English and Arabic
• Flexible hours, including weekends and holidays
• Problem-solving skills, attention to detail, ability to work independently and in a team, and comfort in a fast-paced environment