Control Tower Agent
from LinkedIn قطر
This job is posted on LinkedIn قطر,
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Job details
🚀 Welcome to Your Next Adventure!
Control Tower is Snoonu's real-time order monitoring function. The Control Tower Agent watches live orders as they move through pickup, preparation, and delivery, spots the ones showing early signs of delay, and steps in directly with the merchant, driver, or customer to prevent that delay from becoming a real problem. This is a live-ops, action-oriented role: the agent is on the dashboard, on the phone, and on the case within minutes of a risk signal appearing — not reviewing what already went wrong.
🛠 What You’ll Get Your Hands On
• Continuously monitor assigned Redash/AC dashboards for live order alerts, including pickup delay flags, ETA drift, and cancellation spikes.
• Verify each alert to confirm it reflects a genuine at-risk order rather than a data or system lag.
• Make direct, time-boxed contact with the merchant, driver, and/or customer to resolve or mitigate the risk while the order is still active.
• Log every intervention — action taken, outcome, root-cause tag, and time-to-resolution — in the incident log.
• Escalate or hand off cases that fall outside the live order window, or that reflect a recurring pattern, to Customer Service, Rider Support, or Vendor Ops using the defined handoff protocol.
• Participate in shift handovers, documenting open cases and any zone-level or merchant level trends for the incoming shift.
• Flag threshold or process issues back to team lead to help refine alert rules and SOPs over time.
• Maintain a calm, professional, solutions-first tone with merchants, drivers, and customers, even under time pressure or during high-volume periods.
• Short median time between an alert firing and the agent taking action.
• High share of at-risk orders caught and actioned before the customer has to reach out.
• Consistent, efficient handling of the shift's case volume without dropped or unlogged cases.
• High share of cases resolved within the live order window, wit
Control Tower is Snoonu's real-time order monitoring function. The Control Tower Agent watches live orders as they move through pickup, preparation, and delivery, spots the ones showing early signs of delay, and steps in directly with the merchant, driver, or customer to prevent that delay from becoming a real problem. This is a live-ops, action-oriented role: the agent is on the dashboard, on the phone, and on the case within minutes of a risk signal appearing — not reviewing what already went wrong.
🛠 What You’ll Get Your Hands On
• Continuously monitor assigned Redash/AC dashboards for live order alerts, including pickup delay flags, ETA drift, and cancellation spikes.
• Verify each alert to confirm it reflects a genuine at-risk order rather than a data or system lag.
• Make direct, time-boxed contact with the merchant, driver, and/or customer to resolve or mitigate the risk while the order is still active.
• Log every intervention — action taken, outcome, root-cause tag, and time-to-resolution — in the incident log.
• Escalate or hand off cases that fall outside the live order window, or that reflect a recurring pattern, to Customer Service, Rider Support, or Vendor Ops using the defined handoff protocol.
• Participate in shift handovers, documenting open cases and any zone-level or merchant level trends for the incoming shift.
• Flag threshold or process issues back to team lead to help refine alert rules and SOPs over time.
• Maintain a calm, professional, solutions-first tone with merchants, drivers, and customers, even under time pressure or during high-volume periods.
• Short median time between an alert firing and the agent taking action.
• High share of at-risk orders caught and actioned before the customer has to reach out.
• Consistent, efficient handling of the shift's case volume without dropped or unlogged cases.
• High share of cases resolved within the live order window, wit