ജോലി വിവരണം

About Revibe

Revibe is the fastest expanding marketplace for refurbished electronics in the GCC region, transforming the electronics market in emerging economies. Over less than three years, the company has progressed from Seed to Series B funding, securing over 20 million USD. Beyond the GCC, Revibe has extended its operations to South Africa and Thailand and aims to achieve unicorn status within four years.

Role Summary

This role plays a crucial part in directing the customer care team, enhancing operational workflows, refining business processes, and utilizing data analytics and AI to boost efficiency and scalability as the company grows to address increasing needs from customers and sellers.

Key Responsibilities

Direct daily customer service activities across multiple channels including voice calls, tickets, emails, and in-app support.
Coach customer care agents and team leaders through hands-on training and real-time feedback.
Lead daily stand-up meetings to assess performance, highlight risks, and prioritize tasks.
Manage call center operations efficiently, ensuring healthy queue management, responsiveness, and service reliability.
Monitor support ticket backlogs, aging issues, and abandonment rates, implementing corrective measures when necessary.
Track critical operational metrics for various departments to meet established targets.
Utilize tools such as Excel and SQL to analyze operational data, extracting actionable insights.
Create and manage AI-enabled solutions like AI agents, automated ticket triage, and chatbots to scale customer support and minimize manual tasks.
Regularly assess and enhance AI tool performance using data-driven methods to measure and improve outcomes.
Identify inefficiencies in processes or system shortfalls from hands-on experience and lead efforts to address these through AI-driven automation in customer care workflows.
Collaborate closely with product and technology teams to improve tools and automate vital processes.
Discover new opportunities to increase productivity and contribute to Revibe's strategic growth objectives.

Required Qualifications & Experience

Experience in operations, consulting, corporate finance, or start-up environments.
Advanced proficiency with Excel/spreadsheets, with knowledge of SQL considered a plus.
Practical experience or a strong enthusiasm for integrating AI tools into operations or customer service functions.
An innovative mindset focused on experimenting with AI technologies and developing them into scalable, practical solutions.
A master's degree in Business, Operations, Supply Chain Management, or related fields.
Detail-oriented, analytical, proactive, and excellent communication skills.

What We Offer

A slim, highly efficient team structure with senior professionals; everyone takes ownership of their area.
Wide scope of responsibilities from day one, empowering autonomy and visibility to influence the business significantly.
A flexible hybrid work model combining office presence with remote work options.
An equity package allowing you to participate in the company’s financial growth.
Support with relocation expenses for new hires moving to join the team.

Business Operations Specialist