instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.
With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.
Job DescriptionAs a Live Ops Advisor you will provide exceptional customer service and support to our on ground team. The primary responsibility of this role is to ensure the timely resolution of all rider and picker related issues and to provide guidance and support to riders throughout their order journey.
- Respond promptly and professionally to rider and picker inquiries related to deliveries, payments, technical issues, and complaints through calls, emails, and chat
- Look into any orders that may need attention and support riders and pickers in handling orders efficiently and troubleshoot issues affecting order fulfillment
- Identify and escalate repeated patterns of failure points, system-related concerns, or operational inefficiencies to the Escalations team or relevant stakeholders
- Provide remote support with basic technical troubleshooting related to order management systems, applications, and connectivity issues
- Maintain accurate records of rider and picker interactions, issue resolutions, and compliance reports to ensure operational transparency and accountability
- Work closely with the operations and customer service teams to refine support workflows, reduce friction in order handling, and drive operational excellence
- High school diploma or equivalent; bachelor's degree preferred.
- Minimum 1+ years of experience in rider support or dispatch roles
- Strong communication skills in English and Arabic, both verbal and written
- Ability to work flexible hours, including weekends and holidays
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Ability to work in a fast-paced, dynamic environment with changing priorities and multiple tasks
Skills Required
- High school diploma or equivalent
- Bachelor’s degree
- At least 1 year of experience in rider support or dispatch roles
- Strong verbal and written communication skills in English and Arabic
- Availability to work flexible hours, including weekends and holidays
- Strong problem-solving skills and attention to detail
- Ability to work independently and as part of a team
- Ability to work in a fast-paced environment with changing priorities and multiple tasks
Delivery Hero Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Delivery Hero and has not been reviewed or approved by Delivery Hero.
-
Wellbeing & Lifestyle Benefits — Wellbeing and everyday support include on-site gym access in Berlin, discounted sports memberships, commuter help, and food vouchers, with hybrid flexibility enhancing day-to-day experience. Feedback suggests these lifestyle perks meaningfully bolster the total package for many corporate roles.
-
Healthcare Strength — Mental health and preventive care are emphasized through an Employee Assistance Program, a Headspace subscription, and on-campus health check-ups, with guidance for navigating healthcare in Germany. Some locations also highlight private health insurance, adding depth to the health offering.
-
Equity Value & Accessibility — Ownership programs feature an employee stock purchase plan with a matching component, and equity is common across corporate roles. Feedback suggests this accessible equity can be a notable part of total compensation in key hubs.
Delivery Hero Insights
What We Do
As the world’s leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europe’s largest tech platforms, we enable ambitious talent to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero
