Rider Support Supervisor

The Rider Support Supervisor is responsible for leading and managing the Rider Support team to ensure efficient handling of rider-related issues, delivering high-quality support, and maintaining operational excellence. This role focuses on improving rider experience, resolving escalations, and driving continuous performance improvements.

Key Responsibilities:

• Supervise and lead a team of Rider Support agents.
• Set daily priorities and ensure smooth workflow across support operations.
• Monitor team performance, KPIs, and service quality standards.
• Handle escalations related to technical issues, navigation errors, and operational challenges.
• Analyze recurring rider issues and identify root causes.
• Collaborate with Performance & Planning teams to implement sustainable solutions.
• Ensure timely and effective resolution of all rider inquiries.
• Conduct coaching sessions, training,...