Service Excellence Specialist

Own the end-to-end view of rider experience and customer-facing service quality across Snoonu. Monitor reliability and customer issues, coordinate critical escalations, set service standards with functional teams, and ensure recurring problems lead to lasting improvements. Serve as the bridge between Operations, CCC, CX, Product, Engineering, and other stakeholders.

• Monitor trip completion, cancellations, delays, and other customer-impacting service issues on a daily basis..
• Investigate patterns and coordinate with Marketplace Efficiency and Operations to improve reliability and service recovery.

• Map the rider journey from booking to trip completion; identify friction, recurring pain points, and improvement opportunities.
• Drive cross-functional initiatives that make the experience more consistent, transparent, and dependable.

• Coordinate resolution of critical customer complaints, incidents, and complex escalations across CCC,CX, Operations, Product, and Engineering.
• Maintain escalation ownership, aging and follow-up tracking, and proactive customer communication; safety, legal, or regulatory matters to the accountable specialists.
• Define and monitor customer-facing service standards, support SLAs, complaint resolution times, and service recovery performance with support leadership.
• Develop and maintain workflows and SOPs for trip-related complaints, refunds, escalations, handoffs, and corrective action.

• Analyze complaints, feedback, satisfaction trends, and repeat contacts; identify root causes and prioritize prevention.
• Publish concise reports and improvement plans, assign action owners, and validate whether corrective changes worked.

• Coordinate customer-facing changes and launch readiness with Operations, Product, Engineering, Commercial, and Data teams.
• Create or maintain knowledge-base content, training materials, and escalation playbooks so CCC and CX teams can support new mobility features.

• Experience in customer experience, service quality, support operations, service recovery, or operational excellence; mobility or another time-sensitive consumer service is an advantage.
• Strong incident coordination, stakeholder management, escalation handling, and structured problem-solving skills.
• Comfortable analyzing customer feedback, service metrics, and case data and presenting clear recommendations to managers.
• Ability to design usable SOPs, support training and knowledge materials, and improve processes across several teams.
• Clear written and verbal English communication, sound judgment, empathy, and a bias toward closing issues.
• Arabic is an advantage.

Snoonu is Qatar’s homegrown Super App, reinventing daily life with blazing-fast delivery, shopping, and more – all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.

To be the first Qatari Ultra App that propels the region and its community through innovation and technology. We have global ambitions where what we do surpasses norms and limitations every time.

To radically transform how people live by leveraging technology to connect them with endless possibilities.

Be Customer Obsessed
: “Focus on the customer and all else will follow.”

Act with Integrity: “We are honest, ethical, and trustworthy in everything we do.”

Be Curious and Creative: “We constantly innovate and create solutions to bring a lasting positive impact.”

Lead by Example and Take Ownership: “Be the change you want to see and take…