Rider Support Supervisor
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Key skills for this role
About the Role
Ninja seeks a Rider Support Supervisor to lead a team handling rider issues, ensuring high-quality support and operational excellence. Responsibilities include supervising agents, handling escalations, analyzing issues, and driving improvements.
Key Skills for This Role
Responsibilities
- Supervise and lead a team of Rider Support agents
- Set daily priorities and ensure smooth workflow across support operations
- Monitor team performance, KPIs, and service quality standards
- Handle escalations related to technical issues, navigation errors, and operational challenges
- Analyze recurring rider issues and identify root causes
- Collaborate with Performance & Planning teams to implement sustainable solutions
- Ensure timely and effective resolution of all rider inquiries
- Conduct coaching sessions, training, and performance reviews for team members
- Maintain high levels of rider satisfaction and service quality
- Prepare reports and provide insights to management for decision making
Requirements
- Bachelor’s degree in Business Administration, Logistics, or related field
- 2–4 years of experience in customer support or operations, preferably in logistics or last mile delivery
- Previous experience in a supervisory or team lead role
- Strong problem solving and analytical skills
- Excellent communication skills in Arabic and English
- Ability to work in a fast paced, dynamic environment
- Proficiency in MS Office and reporting tools
Full Job Posting
Role Overview
- The Rider Support Supervisor is responsible for leading and managing the Rider Support team to ensure efficient handling of rider related issues, delivering high quality support, and maintaining operational excellence.
- This role focuses on improving rider experience, resolving escalations, and driving continuous performance improvements.
Key Responsibilities
- Supervise and lead a team of Rider Support agents.
- Set daily priorities and ensure smooth workflow across support operations.
- Monitor team performance, KPIs, and service quality standards.
- Handle escalations related to technical issues, navigation errors, and operational challenges.
- Analyze recurring rider issues and identify root causes.
- Collaborate with Performance & Planning teams to implement sustainable solutions.
- Ensure timely and effective resolution of all rider inquiries.
- Conduct coaching sessions, training, and performance reviews for team members.
- Maintain high levels of rider satisfaction and service quality.
- Prepare reports and provide insights to management for decision making.
Qualifications
- Bachelor’s degree in Business Administration, Logistics, or related field.
- 2–4 years of experience in customer support or operations, preferably in logistics or last mile delivery.
- Previous experience in a supervisory or team lead role.
- Strong problem solving and analytical skills.
- Excellent communication skills in Arabic and English.
- Ability to work in a fast paced, dynamic environment.
- Proficiency in MS Office and reporting tools.
- Experience in rider/courier operations or delivery platforms.
- Knowledge of performance metrics and workforce management.
- Strong leadership and coaching abilities.
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