About this role

Here are the responsibilities for a Live Operations Agent at a food and quick-commerce delivery app like RightNow.

Order monitoring and dispatch

Track live orders from placement to delivery and flag delayed, stuck, or unassigned orders
Manually assign or reassign orders to couriers when auto-dispatch fails
Monitor delivery times, order acceptance rates, and cancellations by zone Courier (rider) fleet management
Monitor courier availability and supply against demand in each area
Handle rider issues such as no-shows, breakdowns, accidents, long waits at restaurants, and unreachable riders
Coordinate incentives or surge boosts with the supply team during peak hours (lunch, dinner, Ramadan evenings, weekends)
Support rider onboarding issues and app or login problems Restaurant and vendor coordination
Contact restaurants about delayed preparation, rejected orders, or out-of-stock items
Follow up on vendors who are offline or slow to accept orders
Update menu availability and opening hours in real time when needed
Escalate repeat vendor issues to the account management team Customer issue resolution
Resolve live order problems such as late, wrong, missing, or damaged items
Process refunds, compensation, and re-deliveries according to policy
Contact customers about address issues, failed deliveries, or unreachable phones
Coordinate with customer support on escalated complaints

Bachelor’s degree or equivalent in Business, Logistics, Operations, or a related field (or equivalent practical experience)
1 to 3 years in live operations, dispatch, logistics, customer support, or a similar real-time role
Experience with food delivery, quick commerce, ride-hailing, or e-commerce operations is a strong plus
Experience handling high order volumes and peak-hour pressure
Fluent Arabic (spoken and written)
Good English for reporting, tools, and internal communication
Comfortable with live dashboards, maps, and admin or dispatch tools
Proficient in Excel or Google Sheets (filters, pivot tables, basic formulas)
Familiarity with ticketing and communication tools.
Ability to learn new internal systems quickly

Live Operation agent