{"id":3236860,"url":"https://alion.io/job/jeeny-live-operations-agent","title":"Live Operations Agent","company":{"id":679819,"name":"Jeeny","domain":"jeeny.me","url":"https://alion.io/company/jeeny","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amman, Jordan"],"countries":["JO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":18500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":11539},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-25T12:36:44Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-27T19:46:44Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Jeeny:\nJeeny 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.\nAbout the Role\nThe 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.\nKey Responsibilities:\n1. Live Order Monitoring\nMonitor orders in real time through the Live Operations dashboard.\nIdentify and follow up on unassigned, rejected, delayed, and cancelled orders.\nMonitor driver arrival times, pickup delays, and delivery progress.\nTake proactive action to minimize delays and ensure delivery SLA compliance.\nCoordinate with the Operations team when driver availability or coverage issues occur.\n2. Merchant Support\nAct as the first point of contact for merchants through WhatsApp groups and other communication channels.\nRespond to merchant inquiries regarding order status, driver location, delays, and cancellations.\nInvestigate operational issues and provide clear, timely updates.\nCoordinate with merchants on order cancellations, failed deliveries, and returns.\nHandle merchant complaints and escalate unresolved cases to the relevant teams.\nMaintain professional communication and ensure a positive merchant experience.\n3. Driver Support\nSupport drivers throughout the delivery journey, from order acceptance to completion when required. \nAssist drivers with pickup and drop-off issues, incorrect locations, and customer unavailability.\nCoordinate with merchants when orders are not ready, stores are closed, or pickup issues occur.\nGuide drivers on operational procedures, including proof of pickup, proof of delivery, and return processes.\nHandle driver-reported issues and escalate technical or operational problems when necessary.\n4. Issue Resolution & Escalation\nInvestigate and resolve common delivery issues following established SOPs.\nHandle failed pickup and delivery cases, including cancellations and returned orders.\nCoordinate with the Operations team to resolve driver-related issues.\nEscalate merchant complaints, missing or damaged orders, and serious incidents to the relevant departments.\nFollow up on escalated cases until a clear resolution is provided.\nEnsure all parties are updated on the case status and next steps.\n5. Tracking & Reporting\nMaintain accurate records of operational incidents, merchant complaints, and returned orders.\nUpdate tracking sheets with order details, issue descriptions, actions taken, and final resolutions.\nIdentify recurring operational issues and report them to the Operations team.\nSupport daily performance reporting, including order delays, failed deliveries, and operational escalations.\nEnsure proper documentation and handover of pending cases between shifts.\n6. Operational Compliance & Service Quality\nFollow Jeeny Express SOPs and escalation procedures.\nEnsure delivery issues are handled within agreed timelines.\nMaintain clear communication and professional behaviour with merchants and drivers.\nProactively identify operational risks that could affect delivery performance.\nSupport continuous improvement by sharing feedback and recurring issues with management.\nRequirements\nEducation & Experience - Diploma or Bachelor's degree. \n0-2 years of experience in operations, logistics, last-mile delivery, or customer support. Skills & Competencies \nStrong communication skills in Arabic and English, both written and verbal. \nAbility to handle multiple orders, driver inquiries, and merchant escalations simultaneously. \nStrong problem-solving skills and ability to make quick decisions under pressure. \nGood knowledge of Microsoft Excel, Google Sheets, and basic reporting. \nFamiliarity with WhatsApp Business, support ticketing systems (e.g., Zendesk), and operational dashboards is preferred. \nAbility to work in shifts, including weekends and peak operational hours. \nKey Requirements\nCustomer-focused mindset with a sense of urgency. \nAbility to follow SOPs and escalation procedures. \nTeam player who can coordinate effectively with Operations, Account Management, merchants, and drivers","description_format":"text","description_chars":4430,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Ride Hailing"],"lifecycle":[{"event":"open","at":"2026-10-25T12:36:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["conf:2","win:early","comp:junior"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/jeeny-live-operations-agent","json_url":"https://alion.io/job/jeeny-live-operations-agent.json","meta":{"generated_at":"2026-10-27T21:01:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12131,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":679819},"rest":"https://alion.io/mcp/rest/get_company?id=679819"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjeeny-live-operations-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjeeny-live-operations-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjeeny-live-operations-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jeeny-live-operations-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjeeny-live-operations-agent"}]}