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Live Operations Advisor

Delivery Hero — Germany · Posted ~1 hour ago

Mid Full-time Remote Visa History ✓

Skills

Customer service Operations support Issue resolution Troubleshooting Order management Escalation management Communication Incident tracking Order management systems Connectivity troubleshooting

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Summary ✨ AI‑Generated

Join a live operations team providing timely support to field personnel throughout the delivery journey. You will resolve questions involving deliveries, payments, technical issues, and complaints through multiple communication channels, troubleshoot order-management and connectivity problems, investigate affected orders, and escalate recurring operational or system issues. Accurate documentation and strong communication are central to the role.

Highlights

Customer- and operations-focused role with remote support responsibilities, exposure to logistics technology, and opportunities to improve operational processes by identifying recurring issues and inefficiencies.

Description

Job DescriptionAs a Live Ops Advisor you will provide exceptional customer service and support to our on ground team. The primary responsibility of this role is to ensure the timely resolution of all rider and picker related issues and to provide guidance and support to riders throughout their order journey. Respond promptly and professionally to rider and picker inquiries related to deliveries, payments, technical issues, and complaints through calls, emails, and chatLook into any orders that may need attention and support riders and pickers in handling orders efficiently and troubleshoot issues affecting order fulfillmentIdentify and escalate repeated patterns of failure points, system-related concerns, or operational inefficiencies to the Escalations team or relevant stakeholdersProvide remote support with basic technical troubleshooting related to order management systems, applications, and connectivity issuesMaintain accurate records of rider and picker interactions, issue resolutions, and compliance reports to ensure operational transparency and accountabilityWork closely with the operations and customer service teams to refine support workflows, reduce friction in order handling, and drive operational excellence