Youโll be the front line for our restaurant partners, resolving their issues quickly and keeping their operations running smoothly on our platform. From ticket triage to troubleshooting menus, orders, and payouts, youโll combine great communication with sharp problem-solving to deliver a reliable, friendly experience that partners trust. Youโll also spot recurring issues, document fixes, and collaborate with Ops, Product, and Finance to prevent problems before they happen.
โ Handle partner tickets end-to-end: Acknowledge, diagnose, resolve, and follow up
within defined SLAs; keep partners updated with clear, professional communication.
โ Troubleshoot menu, order, and platform issues: Fix or guide fixes for menu
inaccuracies, store hours, order flow failures, tablet/app problems, payment/payout
concerns, and basic device/network issues.
โ Escalate the right way: Identify scope/impact, capture reproduction steps and
logs/screenshots, and route complex cases to Tier 2, Product Support, Logistics, or
Finance with a crisp summary.
โ Maintain accurate docs: Create/update knowledge base articles, macros, and
runbooks; flag content gaps and deprecate outdated guidance.
โ Protect restaurant uptime: Proactively monitor store status and high-impact incidents
(e.g., bulk order failures, integrations down) and coordinate fast recovery with internal
teams.
โ Data hygiene & reporting: Tag tickets correctly, record root causes, and contribute to
weekly insights on top drivers, trends, and prevention ideas.
โ Partner education: Share best practices (prep times, RTP/dispatch workflows, selfserve
tools) and drive adoption of new features.
โ Quality & compliance: Follow policy, handle sensitive data appropriately, and meet
internal quality standards on accuracy, tone, and completeness
Requirements
โ 1โ3 years in customer/partner support, account coordination, or operations
(marketplaces, SaaS, POS, last-mile, or food delivery preferred).
โ Confident troubleshooting skills across web/app flows; comfortable with basic
device/network checks and step-by-step guidance.
โ Strong written and verbal communication in English (additional local language(s) a plus);
able to simplify complex issues.
โ Organized, detail-oriented, and calm under pressure; excels at multitasking in ticket
queues and chat/phone channels.
โ Experience with a ticketing system (e.g., Zendesk, Freshdesk), CRM, and basic
spreadsheets for case notes and reporting.
โ Willingness to work shifts, evenings/weekends, and local holidays on a rotation as the
business requires.
Born from big dreams in 2022, Riyadh, Ninja quickly leaped from concept to reality, fueled by the trust and loyalty of our vibrant community. From the start, we've been more than a delivery service; we're your go-to Ninjas for everything essential โ grocery, bakery, coffee, beauty and hygiene products, and more, all delivered in stealth mode, in less than 30 minutes, thanks to our network of dark-stores and swift last-mile service. Through listening, learning, and relentlessly refining, today Ninja has become a symbol of efficiency and speed.
Craving a delivery service that matches your dynamic lifestyle, available at the swipe of a finger? Enter Ninja. With our app, a world of tens of thousands of products awaits your command, ready to be delivered with an unmatched speed. Whether it's a feast for tonight or the essentials for everyday life, we've got you covered, offering a seamless, hassle-free experience that is as fast as it is reliable.
Ninja's quest did not end in Riyadh. Our operations extended to cover all of Saudi Arabia (Jeddah, Eastern Province, Mecca, Madina, Kharj, Tabuk, Hail, Buraidah, and much more); and then beyond Saudi Arabia, weโre bringing Ninja to other GCC countries, like Qatar and Bahrain. This expansion isn't just growth; it's our pledge to provide everyone with Ninja's promise of speed, reliability, and convenience.
With Ninja, every delivery is an adventure, and every order is a mission accomplished. Join us on this exhilarating journey. Download the Ninja App! www.ananinja.com/app
