Live Operation agent

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