Service Excellence Specialist

🚀 Welcome to Your Next Adventure! 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. 🛠 What You’ll Get Your Hands On: Mobility service performance monitoring

• 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.

End-to-end customer experience

• 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.

Critical incidents & escalations

• 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.

Service quality, SLAs & SOPs

• 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.

Voice of Customer & continuous improvement

• 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.

Cross-functional readiness & training

• 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.

🧙‍♂️ The Magic You Bring

• 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.

✨ Bonus Points if You Have:

• Clear written and verbal English communication, sound judgment, empathy, and a bias toward closing issues.
• Arabic is an advantage.

Inside Snoonu’s Universe 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. The Dream We’re Chasing 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. The Quest We’re On To radically transform how people live by leveraging technology to connect them with endless possibilities. Our Everyday Superpowers 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 ownership.” Work Smart and Deliver Results : “You can do more by doing less, better, and faster.” It's All About People: “Be a team player; together we are stronger.” Real Builders Ship: “We turn ideas into products, plans into action, and challenges into opportunities.” Perks & Worklife Magic At Snoonu 🌐 Global Vibes – Collaborate with a worldwide crew. 🧠 Brain Boosters – Learning budgets, access to courses, and tools for your growth. 🚒 Builder’s Playground – Own your tasks, own your path! We’re big on autonomy. 🏝️ Flexible Time Off – We take recharging seriously. Generous leave and wellness policies. 🛠️ Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops. Great Place to Work® Certified We’re certified as a Great Place to Work®, a recognition that celebrates a culture we’ve built together where people come first, always. This certification reflects our commitment to creating a workplace where everyone feels valued, empowered, and inspired to do their best work. Certified for Excellence Our ISO 9001:2015 and ISO 45001:2018 certifications demonstrate our dedication to world-class quality and a safe, supportive workplace, reinforcing our promise to deliver exceptional service while prioritizing the wellbeing of our people. Beyond the Code: Giving Back Matters We don’t just build apps. We’re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we’re always finding ways to do better—and we invite you to be a part of that mission. Diversity Isn’t Just a Buzzword At Snoonu, fairness and inclusion are the foundation of everything we do. We’re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here. Let’s Build the Future Together Apply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together. Stay in the loop—connect with us on LinkedIn !