Overview
Control Tower Agent Jobs in Barwa City, Al Rayyan, Qatar at Snoonu
Title: Control Tower Agent
Company: Snoonu
Location: Barwa City, Al Rayyan, Qatar
🚀 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, without unnecessary escalation.
🧙♂️ The Magic You Bring
- Prior experience in operations, live dispatch, call center, or customer/merchant-facing support food delivery or quick-commerce experience is a strong plus.
- Comfortable reading and acting on real-time data dashboards (Redash or similar BI tools); no coding required, but confidence with numbers and trends.
- Strong verbal communication skills in Arabic and English; able to stay clear and courteous on the phone under pressure.
- Able to manage several concurrent live cases without losing track of any one of them.
- Comfortable with shift-based scheduling, including evening peak hours and weekends.
- Detail-oriented and comfortable with structured logging and documentation of every case handled.
✨ Bonus Points If You Have
- Previous experience at a delivery, ride-hailing, or logistics platform.
- Familiarity with Snoonu's merchant and rider network in Qatar.
- Experience working within SLA-driven or KPI-tracked environments.
Inside Snoonu’s Universe
Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
The Dream We’re Chasing
To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.
The Quest We’re On
To radically transform how people live by leveraging technology to connect them with endless possibilities.
Our Everyday Superpowers
👥 Be Customer Obsessed: “Focus on the customer and all else will follow.”
💪 Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”
🧪 Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”
🏅Lead by Example and Take Ownership: “Be the change you want to see and take ownership.”
🚀 Work Smart and Deliver Results: “You can do more by doing less, better, and faster.”
👨💼 It's All About People: “Be a team player; together we are stronger.”
Perks & Worklife Magic At Snoonu
🌐 Global Vibes – Collaborate with a worldwide crew.
🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth.
🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy.
🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.
Great Place to Work® Certified
We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work.
Certified for Excellence
Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people.
Beyond the Code: Giving Back Matters
We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission.
Diversity Isn’t Just a Buzzword
At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
Let’s Build the Future Together
Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
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