Live Ops Advisor - instashop

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