Live Ops Advisor (Customer Support)

About the role

As a Live Ops Advisor you will be the first point of contact for Instashop's on‑ground team, ensuring riders and pickers receive timely assistance throughout the order journey. You will help maintain smooth operations by resolving issues quickly and professionally.

Key responsibilities

• Respond promptly to rider and picker inquiries via phone, email and chat covering deliveries, payments, technical problems and complaints.
• Monitor orders that need attention, guide riders and pickers to handle them efficiently and troubleshoot any obstacles to fulfillment.
• Identify recurring failure points or system inefficiencies and escalate them to the Escalations team or relevant stakeholders.
• Provide remote basic technical troubleshooting for order management systems, applications and connectivity issues.
• Maintain accurate records of interactions, resolutions and compliance reports to ensure transparency.
• Collaborate with operations and customer service teams to improve support workflows and drive operational excellence.

Required profile

• High school diploma or equivalent; bachelor’s degree preferred.
• At least 1 year of experience in rider support, dispatch or similar customer‑service roles.
• Fluent in English and Arabic, both written and spoken.
• Flexible availability, including weekends and holidays.
• Strong problem‑solving ability, attention to detail and capacity to work independently or within a team.

Required skills

• Basic technical troubleshooting of order management applications.

What we offer

• Opportunity to work in a fast‑growing e‑commerce environment.
• Collaborative, inclusive culture that celebrates diversity.
• Professional development and career growth prospects.