Control Tower Agent

About the Role

Join Snoonu as a Control Tower Agent, where you will be responsible for dynamically monitoring live order statuses to ensure the smooth progression from pickup to delivery. Your role involves proactive intervention at the earliest signs of delays by coordinating directly with merchants, drivers, and customers to prevent issues before they escalate.

Key Responsibilities

• Continuously oversee Redash/AC dashboards to detect real-time order alerts such as pickup delays, ETA deviations, and cancellation surges.
• Confirm the validity of alerts, distinguishing genuine risks from data anomalies or system lags.
• Engage promptly with merchants, drivers, and customers within designated timeframes to resolve or mitigate potential delays during active orders.
• Document every intervention comprehensively, detailing actions taken, outcomes, root causes, and resolution times.
• Transfer or escalate unresolved or recurring cases according to established protocols to appropriate teams such as Customer Service or Vendor Operations.
• Participate in shift changeovers by briefing on open cases and notable merchant or zone patterns.
• Report threshold or procedural issues to leadership to support continuous improvement of alert systems and operational procedures.
• Maintain professionalism and a solution-oriented attitude when communicating under pressure or during peak workload periods.

Ideal Candidate Profile

• Prior experience in operations, live dispatch, call center, or customer/merchant-facing support, particularly in food delivery or quick-commerce sectors, is highly advantageous.
• Ability to interpret and act on real-time data via dashboards like Redash; comfort with numerical data and trend analysis is essential.
• Fluent verbal communication skills in both Arabic and English, capable of clear and courteous dialogue under stress.
• Strong multitasking abilities to effectively manage multiple ongoing cases simultaneously.
• Flexible availability to work shift patterns, including evenings and weekends.
• Detail-oriented mindset ensuring meticulous documentation for every handled case.

Additional Advantages

• Experience in delivery, ride-hailing, or logistics platforms.
• Familiarity with Snoonu's merchant and rider ecosystem in Qatar.
• Background in working under SLA-driven or KPI-focused environments.

Company Overview

Snoonu stands as Qatar's pioneering Super App, revolutionizing everyday living with rapid delivery, shopping, and more integrated into a single platform. Driven by technology and a diverse global team, our mission centers on simplifying life through innovative solutions.

Our Vision & Values

• Customer Obsession: Prioritizing customer needs above all else.
• Integrity: Upholding honesty, ethics, and trustworthiness in all endeavors.
• Curiosity and Creativity: Continuously innovating for meaningful impact.
• Ownership and Leadership: Taking personal responsibility and leading by example.
• Efficiency: Delivering more outcomes with smarter approaches.
• Collaboration: Valuing teamwork and collective strength.

Employee Benefits & Culture

• International Work Environment: Collaborate with a globally distributed team.
• Continuous Learning: Access to training budgets, courses, and growth resources.
• Autonomy: Empowerment to manage your tasks independently.
• Flexible Time Off: Emphasis on rest and wellness through generous leave policies.
• Agile Practices: Embracing agile methodologies throughout the organization.
• Recognition: Certified as a Great Place to Work® with ISO 9001:2015 and ISO 45001:2018 quality and safety certifications.
• Social Responsibility: Commitment to sustainable and community-focused initiatives.
• Diversity and Inclusion: An equal opportunity workplace fostering fairness and acceptance.

Join Us

If you are ready to contribute to a dynamic team where your efforts drive impact and your ideas are valued, apply to become a key player in shaping the future of delivery and service in Qatar with Snoonu.