Rider Support Supervisor

About This Role

The Rider Support Supervisor is responsible for leading and managing the Rider Support team to ensure efficient handling of rider-related issues, delivering high-quality support, and maintaining operational excellence. This role focuses on improving rider experience, resolving escalations, and driving continuous performance improvements.

Key Responsibilities:

• 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.

Requirements

• 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

Benefits

• 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