üöÄ Welcome to Your Next Adventure!We are looking for an Agent Tools Strategy & Operations Specialist to own the tooling and processes that power our support agents ‚Äî and to make every agent faster, more accurate, and more effective.
This role sits at the intersection of operations and product. You will define what our agent tools need to do, streamline the processes agents follow, and partner with Product and Engineering to build and improve the systems that make seamless, semi-automated support possible. You will ultimately move the classic support metrics — handle time, first contact resolution, and quality — but through a process and tooling lens, not through direct management of the agent team.
This is a strategic, data-driven position. We are looking for a brilliant generalist who can deeply own the agent-experience problem space today while evolving into broader CX strategic initiatives as the organization grows.
üõ† What You‚Äôll Get Your Hands OnOwn the Agent Tooling & Process Problem End-to-End
Partner with Product & Engineering to Build the Tools
Drive Support Operations Metrics Through Tooling
Use Data to Drive Decisions
Contribute as a CX Generalist
üßô‚Äç‚ôÇÔ∏è The Magic You Bring
Inside Snoonu’s UniverseSnoonu 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 ChasingTo 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 OnTo 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 Snoonuüåê Global Vibes ‚Äì Collaborate with a worldwide crew.
ü߆ Brain Boosters ‚Äì Learning budgets, access to courses, and tools for your growth.
üöí Builder‚Äôs Playground ‚Äì Own your tasks, own your path! We‚Äôre big on autonomy.
üèùÔ∏è Flexible Time Off ‚Äì We take recharging seriously. Generous leave and wellness policies.
üõ†Ô∏è Agile Everything ‚Äì Scrum isn‚Äôt a buzzword here. It‚Äôs how we roll, from product to ops.
Great Place to Work® CertifiedWe’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 ExcellenceOur 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 MattersWe 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 BuzzwordAt 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 TogetherApply now to join a team where your contributions spark a change and your voice is heard. Let’s make some magic together.
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