About drovox
drovox is a Saudi mobility technology company focused on creating seamless, reliable, and locally relevant transportation experiences. Through its platform, drovox connects passengers with independent drivers, known as drovox Heroes, using technology designed around convenience, safety, transparency, and service quality. The company is building a scalable mobility ecosystem that brings together passengers, Heroes, businesses, partners, and communities through technology, data, and operational excellence. Developed with a deep understanding of the Saudi market, drovox enhances the full mobility journey from registration and ride selection to payments, support, and ongoing engagement. As drovox grows, it is expanding its technology, operations, partnerships, and talent while developing new mobility solutions for individuals, institutions, and strategic partners.
Role Description
The Operations Support Agent is a full-time hybrid role based in Amman, with flexibility for partial work from home. This role supports daily mobility operations by monitoring trips, addressing issues raised by passengers and Heroes, and ensuring adherence to safety and service quality standards. Responsibilities include handling customer and driver inquiries, coordinating with internal teams to resolve operational incidents, and maintaining accurate records of cases, payments, and service adjustments. The Operations Support Agent will analyze operational data to identify trends, support process improvements, and escalate complex issues when needed. This position also involves collaborating with cross-functional teams to improve the overall customer and Hero experience and supporting special projects and initiatives as the business scales.
Qualifications
- Candidates should possess strong Analytical Skills, including the ability to interpret operational data, identify patterns, and support data-driven decisions.
- Candidates should possess excellent Communication skills, with the ability to interact clearly and professionally with passengers, Heroes, and internal teams in spoken and written formats.
- Candidates should possess solid Customer Service skills, demonstrating empathy, problem-solving ability, and a commitment to high-quality support and user satisfaction.
- Candidates should possess basic Sales skills, such as promoting platform features, encouraging engagement, and supporting retention of passengers and Heroes.
- Candidates should possess foundational Finance-related skills, including comfort with basic calculations, reconciliations, and understanding of operational payouts and adjustments.
- Additional beneficial qualifications include experience in mobility, transportation, or technology platforms; proficiency with CRM or ticketing tools; and strong organizational and time-management abilities.
- A bachelor’s degree in Business, Operations, Engineering, or a related field is preferred, along with the ability to work in a fast-paced environment and collaborate effectively in a hybrid work setting.
