Rider Support Supervisor

We are looking for a Rider Support Supervisor to join our team in Erbil city.

Contract: Full-Time, Fixed Term

Working Days/Hours: Nine hours per day, Five days a week

Job Summary:

As a Rider Support Supervisor, you will be responsible for overseeing daily support operations for our rider fleet. You will also be responsible for managing a team of rider support agents, monitor KPIs, and work closely with cross-functional teams to keep the rider experience smooth and reliable.

Responsibilities:

• Lead and manage the rider support team, including daily task delegation, shift scheduling, and performance management.
• Oversee the resolution of escalated rider concerns related to payments, app issues, route logistics, or safety, ensuring prompt and fair outcomes.
• Track team KPIs and implement action plans to improve performance.
• Coach new and existing team members on SOPs, communication standards, and platform tools to ensure consistent service.
• Identify recurring issues and work with operations or product teams to solve root causes and reduce support tickets.
• Act as a liaison between rider support and fleet operations —sharing feedback, updates, and urgent matters in real-time.
• Respond to critical rider situations with professionalism and escalation protocol.

Requirements:

• Proven previous experience in Customer Service or Operation roles, especially as a Rider Support Supervisor.
• Willingness to work in shifts, weekends, and holidays as per operational needs.
• Knowledge of local geography and rider logistics.
• Active listener with excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Good knowledge of procedures and guidelines for emergency situations.
• Strong leadership and people management skills
• Fluency in Kurdish and Arabic, English language proficiency is a plus.