Control Tower Agent

About the role

The Control Tower Agent monitors live orders in Snoonu’s real‑time order dashboard, identifying early signs of delay and intervening before customers are impacted. This fast‑paced, live‑ops position requires quick decision‑making and direct communication with merchants, drivers, and customers.

Key responsibilities

• Continuously watch assigned Redash/BI dashboards for alerts such as pickup delays, ETA drift, and cancellation spikes.
• Validate each alert to confirm a genuine at‑risk order.
• Contact merchants, drivers, and/or customers within minutes to resolve or mitigate the risk.
• Log every intervention with action taken, outcome, root‑cause tag, and time‑to‑resolution.
• Escalate or hand off cases that fall outside the live‑order window or show recurring patterns.
• Participate in shift handovers, documenting open cases and emerging trends.
• Report threshold or process issues to the team lead for continuous improvement.

Required profile

• Prior experience in operations, live dispatch, call‑center, or customer‑facing support, preferably in food delivery or quick‑commerce.
• Comfortable reading and acting on real‑time data dashboards.
• Strong verbal communication in Arabic and English, able to stay courteous under pressure.
• Ability to manage multiple concurrent live cases without losing track.
• Willingness to work shift‑based schedules, including evenings and weekends.

Required skills

• Proficiency with Redash or similar BI dashboard tools.

What we offer

• Opportunity to work in a fast‑growing Super App environment.
• Dynamic shift‑based schedule with exposure to real‑time operational challenges.