# Live Operation agent

**Company:** [Company](https://jobs.workable.com/companies/4ip6FvKjJUwybEPsrTnCar.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/8d3c06de-54e6-4dc6-bacc-941cded84e9f)

## Description

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

### Live Operations Agent: 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

## Requirements

-   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