Rider Support Supervisor
Ninja
2–7 years of experience
Job description
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.
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.
Be part of a fast-paced, impact-driven environment
Opportunity to grow into advanced support or quality-focused roles
Work closely with cross-functional teams to improve partner experience
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./p>