Description
About invygoFounded in 2018 and headquartered in Dubai, invygo aims at simplifying the process of getting a car. With the success of our expansion to Saudi Arabia in 2021 and in Qatar in 2023, we have continued to grow our operations.Being the first car subscription app of its kind in the region, we have a proven track record and an in-depth understanding of our customers' mobility needs.Our app enables customers to own or subscribe to a car on a monthly basis without any hassle. Customers can commit for a minimum of 1 month with our monthly plans or 36 months with our Subscribe to Own service.invygo's car subscription service is different from renting or buying a car. We offer the best of both worlds. Unlike renting, we don't require our customers to make a large deposit upfront. They can also choose the exact car model and features they want through our app, a benefit that rental companies don't offer. Buying a car comes with high up-front and maintenance costs, long-term commitment, registration and insurance charges. With invygo's Subscribe to Own plans, our customers pay an all-inclusive fee monthly without the additional paperwork and cost.At invygo, we empower our customers to access a car with no deposit or down payment, no long-term commitment, and the option to cancel their monthly subscription plans at any time through our seamless digital platform.About the roleThis hybrid role is designed to support both our customers and the operations team during critical moments of their journey with Invygo. You will play a key role in managing daily interactions with car dealers and customers, ensuring operational efficiency, and building strong partnerships to meet and exceed assigned KPIs.What You Will Do as an Operation Specialist:Escalation SupportAct as Level 1/first-line escalation point for issues within assigned processes (uploads, service requests, bookings, force collection)Escalate unresolved issues to the Operations Manager when SLA timelines are at riskLog and track escalation notes daily until resolutionProcess Execution & SupportSupport the new car upload process: tracking SLA milestones, dealer documentation, pricing confirmation, and pre-delivery checksMonitor booking/handover performance: on-time delivery tracking, customer feedback logging, and flagging dealer service issuesAssist with idle car de-fleet monitoring — report generation, tracking inactive vehicles, coordinating dealer communicationSupport force collection follow-ups — dealer/customer reminders, sheet updates and call/communication cadence Dealer &; Cross-Functional Coordination Communicate with dealers on routine issues (documentation delays, availability confirmations, scheduling)Coordinate with Partnership, Pricing, and Finance teams on assigned process items, escalating to the Operations Manager for cross-functional blockersTeam SupportSupport team leads and frontline Ops staff in day-to-day task executionHelp maintain adherence to documented SOPsAssist with onboarding new Ops team member ReportingMaintain and update process trackers (Metabase reports, Google Sheets) for uploads, bookings, de-fleet, and collectionsPrepare regular status updates for the Operations ManagerWhat We Want:Bachelor’s degree with experience in Customer Experience (CX) or the hospitality industry.Proficiency in both English and Arabic, with strong verbal and written communication skills.Excellent computer skills, including experience with Office, Google Suite, or other platforms.Strong troubleshooting, multitasking, and organizational abilities.The ability to structure your day effectively to meet targets.What We Like:A passion for helping people and outstanding communication skills.Comfort working in a startup environment with an understanding of startup methodologies (e.g., Agile, Sprint).High attention to detail and the ability to work at a fast pace.A positive, can-do attitude, taking ownership of ongoing issues and going the extra mile to solve root causes.A strong team player who enjoys working both independently and collaboratively