• Validate technical issues reported by the live operations team, including verifying the accuracy of the issue description, reproducing the issue if necessary, and identifying the root cause.• Serve as a subject matter expert on operational processes, systems, and tools, providing guidance and support to other teams as needed.• Report technical incidents to the engineering teams according to their severity and priority and escalate critical issues to senior management as needed.• Follow up on the resolution of technical incidents to maintain the agreed Service Level Agreements (SLAs), including tracking the status of each incident, communicating progress to stakeholders, and ensuring that incidents are resolved in a timely and effective manner.• Prepare weekly incident reports of technical issues, including analyzing data and metrics to identify trends and insights, developing recommendations for improvement, and presenting findings to stakeholders.• Collaborate with cross-functional teams including product, engineering, and customer support to ensure seamless product launches and smooth operations.• Contributed to the development of a streamlined process for incident reporting and setting Service Level Agreements (SLAs) to ensure that technical incidents are addressed promptly and efficiently.

• Provide live support to merchants, suppliers, and sales team, resolving any technical or operational issues in a timely manner.• Respond to customer inquiries about the service, addressing their questions or concerns and ensuring their satisfaction.• Provide training for newly onboarded sales members, ensuring they have a thorough understanding of the operational processes, systems, and tools.• Support the onboarding and training process for new operations team members, ensuring they have the necessary knowledge and skills to perform their role effectively.• Design knowledge base for training and quality purposes, creating and maintaining a centralized repository of resources and documentation to support ongoing training and continuous improvement efforts.• Manage escalations from both internal and external stakeholders, ensuring timely resolution and communication.• Maintain accurate and up-to-date records of all customer interactions and issue resolution in the appropriate systems.• Communicate updates and changes to processes, systems, and tools to the sales team and other stakeholders.• Ensure that all customer issues are resolved within established service level agreements (SLAs), maintaining a high level of customer satisfaction.• Work closely with the sales team to provide ongoing support, training, and guidance to help them meet their goals and targets.

• Ensure a minimum of 90% reliability of high-price business and corporate bookings in KSA through handling scheduled bookings.• Manually handling City to City bookings in Egypt and KSA to ensure that each trip is assigned to a high-rated captain and a comfortable car.• Resolving stuck bookings by reaching out to the captains and customers to identify and address any issues that may arise and mitigate any inconvenience caused.

• Receive in-bound calls from Careem captains to help solve any in-ride issues.• Answer captains' inquiries regarding their weekly payment issues. • Follow customer support best practices and company's standards to solve captains' issues and complaints in a timely manner to meet the established service level agreements (SLAs) and achieve the highest level of customer satisfaction.