Control Tower Agent
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Key skills for this role
About the Role
Snoonu is hiring a Control Tower Agent to monitor live orders in real-time, identify delays, and intervene directly with merchants, drivers, or customers. The role requires prior experience in operations, live dispatch, or customer support, and strong verbal communication in Arabic and English.
Key Skills for This Role
Responsibilities
- Continuously monitor assigned Redash/AC dashboards for live order alerts
- Verify each alert to confirm it reflects a genuine at risk order
- Make direct, time boxed contact with merchant, driver, and/or customer to resolve or mitigate risk
- Log every intervention in the incident log
- Escalate or hand off cases that fall outside the live order window
- Participate in shift handovers, documenting open cases and trends
- Flag threshold or process issues to team lead
Requirements
- Prior experience in operations, live dispatch, call center, or customer/merchant facing support
- Comfortable reading and acting on real time data dashboards (Redash or similar BI tools)
- Strong verbal communication skills in Arabic and English
- Able to manage several concurrent live cases without losing track
- Comfortable with shift based scheduling, including evening peak hours and weekends
- Detail oriented and comfortable with structured logging and documentation
Full Job Posting
Role Overview
- 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 beco
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.
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.
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