Live Operations Agent

About the role

Jeeny is a ride-hailing platform founded in 2012 and operating across the Middle East. The Live Operations Agent supports the launch and scaling of Jeeny Express On-Demand Delivery, keeping daily operations smooth, service quality reliable and merchants and drivers well supported.

Key responsibilities

• Monitor live orders in real time through the Live Operations dashboard, following up on unassigned, rejected, delayed or cancelled orders and driver arrival times, pickups and deliveries
• Minimise delays and ensure delivery SLA compliance, coordinating with the Operations team on driver availability or coverage issues
• Act as first point of contact for merchants via WhatsApp groups and other channels, answering questions about order status, driver location, delays and cancellations
• Handle merchant complaints, investigate operational issues and escalate unresolved cases, keeping all parties updated
• Support drivers from order acceptance to completion, helping with pickup and drop-off issues, incorrect locations and customer unavailability
• Guide drivers on proof of pickup, proof of delivery and return processes, and resolve failed pickups and deliveries
• Maintain accurate records of incidents, complaints and returned orders, update tracking sheets and support daily performance reporting
• Follow Jeeny Express SOPs and escalation procedures, escalate serious incidents and share feedback with management

Required profile

• Diploma or Bachelor's degree
• 0-2 years of experience in operations, logistics, last-mile delivery or customer support
• Strong communication in Arabic and English, written and spoken
• Ability to handle multiple orders, driver inquiries and merchant escalations at once, and to make quick decisions under pressure
• Shift work, including weekends and peak hours
• Team player able to coordinate with Operations, Account Management, merchants and drivers

Required skills

• Good knowledge of Microsoft Excel, Google Sheets and basic reporting
• Familiarity with WhatsApp Business, support ticketing systems (e.g. Zendesk) and operational dashboards is preferred