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
