Operations Specialist

About the role

This 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 Support
  • Act 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 risk
  • Log and track escalation notes daily until resolution
• Process Execution & Support
  • Support the new car upload process: tracking SLA milestones, dealer documentation, pricing confirmation, and pre-delivery checks
  • Monitor booking/handover performance: on-time delivery tracking, customer feedback logging, and flagging dealer service issues
  • Assist with idle car de-fleet monitoring report generation, tracking inactive vehicles, coordinating dealer communication
  • Support 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 blockers
• Team Support
  • Support team leads and frontline Ops staff in day-to-day task execution
  • Help maintain adherence to documented SOPs
  • Assist with onboarding new Ops team member
• Reporting
  • Maintain and update process trackers (Metabase reports, Google Sheets) for uploads, bookings, de-fleet, and collections
  • Prepare regular status updates for the Operations Manager

Desired Candidate Profile

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