Sign in jobs in Doha

Welcome to Your Next Adventure!

Control Tower is Snoonu's real-time order monitoring function. The Control Tower Agent watches live orders as they move through pickup, preparation, and delivery, spots the ones showing early signs of delay, and steps in directly with the merchant, driver, or customer to prevent that delay from becoming a real problem. This is a live-ops, action-oriented role: the agent is on the dashboard, on the phone, and on the case within minutes of a risk signal appearing — not reviewing what already went wrong.

What You’ll Get Your Hands On:

• Continuously monitor assigned Redash/AC dashboards for live order alerts, including pickup delay flags, ETA drift, and cancellation spikes.
• Verify each alert to confirm it reflects a genuine at-risk order rather than a data or system lag.
• Make direct, time-boxed contact with the merchant, driver, and/or customer to resolve or mitigate the risk while the order is still active.
• Log every intervention — action taken, outcome, root-cause tag, and time-to-resolution — in the incident log.
• Escalate or hand off cases that fall outside the live order window, or that reflect a recurring pattern, to Customer Service, Rider Support, or Vendor Ops using the defined handoff protocol.
• Participate in shift handovers, documenting open cases and any zone-level or merchant level trends for the incoming shift.
• Flag threshold or process issues back to team lead to help refine alert rules and SOPs over time.
• Maintain a calm, professional, solutions-first tone with merchants, drivers, and customers, even under time pressure or during high-volume periods.
• Short median time between an alert firing and the agent taking action.
• High share of at-risk orders caught and actioned before the customer has to reach out.
• Consistent, efficient handling of the shift's case volume without dropped or unlogged cases.
• High share of cases resolved within the live order window, without unnecessary escalation.

The Magic You Bring

• Prior experience in operations, live dispatch, call center, or customer/merchant-facing support food delivery or quick-commerce experience is a strong plus.
• Comfortable reading and acting on real-time data dashboards (Redash or similar BI tools); no coding required, but confidence with numbers and trends.
• Strong verbal communication skills in Arabic and English; able to stay clear and courteous on the phone under pressure.
• Able to manage several concurrent live cases without losing track of any one of them.
• Comfortable with shift-based scheduling, including evening peak hours and weekends.
• Detail-oriented and comfortable with structured logging and documentation of every case handled.

Bonus Points if You Have:

• Previous experience at a delivery, ride-hailing, or logistics platform.
• Familiarity with Snoonu's merchant and rider network in Qatar.
• Experience working within SLA-driven or KPI-tracked environments.

Pay: QAR4,500.00 - QAR5,000.00 per month

Work Location: In person