# Live Operations Agent

> Jeeny · Amman, Jordan · Full-time · Posted 2026-10-25

**Workplace:** on_site

## Description

### **About Jeeny:**

Jeeny is a mobile application that eases daily commuting and transportation. Founded in 2012, Jeeny is one of the region’s leading ride-hailing platforms operating across the Middle East, delivering reliable, affordable, and innovative mobility solutions. At Jeeny, we foster a collaborative and fast-paced environment where employees are empowered to make an impact and grow professionally.

### About the Role

The Live Operations Agent role will support the successful launch and scaling of Jeeny Express On-Demand Delivery, ensuring smooth daily operations, reliable service quality, and effective merchant and driver support.

### Key Responsibilities:

### 1\. Live Order Monitoring

-   Monitor orders in real time through the Live Operations dashboard.
-   Identify and follow up on unassigned, rejected, delayed, and cancelled orders.
-   Monitor driver arrival times, pickup delays, and delivery progress.
-   Take proactive action to minimize delays and ensure delivery SLA compliance.
-   Coordinate with the Operations team when driver availability or coverage issues occur.

### 2\. Merchant Support

-   Act as the first point of contact for merchants through WhatsApp groups and other communication channels.
-   Respond to merchant inquiries regarding order status, driver location, delays, and cancellations.
-   Investigate operational issues and provide clear, timely updates.
-   Coordinate with merchants on order cancellations, failed deliveries, and returns.
-   Handle merchant complaints and escalate unresolved cases to the relevant teams.
-   Maintain professional communication and ensure a positive merchant experience.

### 3\. Driver Support

-   Support drivers throughout the delivery journey, from order acceptance to completion when required. 
-   Assist drivers with pickup and drop-off issues, incorrect locations, and customer unavailability.
-   Coordinate with merchants when orders are not ready, stores are closed, or pickup issues occur.
-   Guide drivers on operational procedures, including proof of pickup, proof of delivery, and return processes.
-   Handle driver-reported issues and escalate technical or operational problems when necessary.

### 4\. Issue Resolution & Escalation

-   Investigate and resolve common delivery issues following established SOPs.
-   Handle failed pickup and delivery cases, including cancellations and returned orders.
-   Coordinate with the Operations team to resolve driver-related issues.
-   Escalate merchant complaints, missing or damaged orders, and serious incidents to the relevant departments.
-   Follow up on escalated cases until a clear resolution is provided.
-   Ensure all parties are updated on the case status and next steps.

### 5\. Tracking & Reporting

-   Maintain accurate records of operational incidents, merchant complaints, and returned orders.
-   Update tracking sheets with order details, issue descriptions, actions taken, and final resolutions.
-   Identify recurring operational issues and report them to the Operations team.
-   Support daily performance reporting, including order delays, failed deliveries, and operational escalations.
-   Ensure proper documentation and handover of pending cases between shifts.

### 6\. Operational Compliance & Service Quality

-   Follow Jeeny Express SOPs and escalation procedures.
-   Ensure delivery issues are handled within agreed timelines.
-   Maintain clear communication and professional behaviour with merchants and drivers.
-   Proactively identify operational risks that could affect delivery performance.
-   Support continuous improvement by sharing feedback and recurring issues with management.

## Requirements

-   Education & Experience - Diploma or Bachelor's degree.
-   0-2 years of experience in operations, logistics, last-mile delivery, or customer support. Skills & Competencies
-   Strong communication skills in Arabic and English, both written and verbal.
-   Ability to handle multiple orders, driver inquiries, and merchant escalations simultaneously.
-   Strong problem-solving skills and ability to make quick decisions under pressure.
-   Good knowledge of Microsoft Excel, Google Sheets, and basic reporting.

-   Familiarity with WhatsApp Business, support ticketing systems (e.g., Zendesk), and operational dashboards is preferred.

-   Ability to work in shifts, including weekends and peak operational hours.
-   Key Requirements
-   Customer-focused mindset with a sense of urgency.
-   Ability to follow SOPs and escalation procedures.
-   Team player who can coordinate effectively with Operations, Account Management, merchants, and drivers

## Apply

[Apply at Jeeny](https://apply.workable.com/jeeny/j/6EAC486737/apply)

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