Rider Support Supervisor
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Key skills for this role
About the Role
Supervise Rider Support agents, manage performance, resolve escalations, and enhance rider experience while ensuring operational excellence and team development.
Key Skills for This Role
Full Job Posting
Overview
- Supervise and lead a team of Rider Support agents.
- Set daily priorities and ensure smooth workflow across support operations.
- Monitor team performance, KPIs, and service quality standards.
- Handle escalations related to technical issues, navigation errors, and operational challenges.
- Analyze recurring rider issues and identify root causes.
- Collaborate with Performance & Planning teams to implement sustainable solutions.
- Ensure timely and effective resolution of all rider inquiries.
- Conduct coaching sessions, training, and performance reviews for team members.
- Maintain high levels of rider satisfaction and service quality.
- Prepare reports and provide insights to management for decision-making.
- Bachelor s degree in Business Administration, Logistics, or related field.
- 2 4 years of experience in customer support or operations, preferably in logistics or last-mile delivery.
- Previous experience in a supervisory or team lead role.
- Strong problem-solving and analytical skills.
- Excellent communication skills in Arabic and English.
- Ability to work in a fast-paced, dynamic environment.
- Proficiency in MS Office and reporting tools.
- Experience in rider/courier operations or delivery platforms.
- Knowledge of performance metrics and workforce management.
- Strong leadership and coaching abilities.
- Be part of a fast-paced, impact-driven environment
- Opportunity to grow into advanced support or quality-focused roles
- Work closely with cross-functional teams to improve partner experience
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