Live Ops Advisor - instashop

About the role

You will act as the primary point of contact for our field staff, ensuring that riders and pickers receive the assistance they need to complete deliveries successfully. This position focuses on troubleshooting order issues and maintaining operational flow within the instashop network.

Key facts

What you'll do

• Handle incoming inquiries from riders and pickers regarding payments, order status, and technical errors via phone, email, and chat.
• Monitor active orders to identify potential delays and assist field staff in resolving fulfillment obstacles.
• Report recurring operational inefficiencies or system bugs to the Escalations team.
• Guide field personnel through basic technical fixes for order management software and connectivity problems.
• Log all support interactions and resolution steps to ensure data accuracy and operational reporting.
• Collaborate with operations and customer service departments to improve support processes and minimize order friction.

Requirements

• High school diploma or equivalent required; bachelor degree preferred.
• At least 1 year of professional experience in dispatching or rider support.
• Professional fluency in both English and Arabic.
• Availability to work a flexible schedule, including holidays and weekends.
• Strong analytical approach to problem-solving and high attention to detail.
• Capacity to manage multiple tasks simultaneously in a high-pressure environment.

Skills & tools

• Order management systems
• Technical troubleshooting
• Communication and conflict resolution
• Operational reporting

Practical notes

instashop is part of the Delivery Hero group, operating as a major q-commerce marketplace in the region. The role requires the ability to adapt to a fast-moving environment as the company continues to scale its operations across Egypt, the UAE, and Greece.