Role Overview:
The Platform Operations Specialist ensures the stability, accuracy, and performance of the Orbt platform. This role acts as the operational link between our commercial teams, partners, and technology team, owning the day-to-day health of the platform and the quality of our product catalog.
You will be the first point of escalation for platform, customer, and supplier issues, and will play a key role in supporting Orbt's international growth.
Responsibilities:
Platform Monitoring & Performance
- Monitor platform performance, order flows, product availability, and supplier connectivity on a daily basis
- Proactively identify anomalies and act before they impact customers or revenue
Customer Issue Resolution
- Investigate and resolve escalated customer issues related to orders, delivery, and platform functionality
- Perform root-cause analysis and communicate clear updates to internal teams and clients
Supplier Operations
- Manage supplier integration issues, including connectivity errors, stock availability, and pricing updates
- Take corrective action when required, such as rerouting or deactivating affected products
Catalog Management
- Maintain an accurate and consistent product catalog across all markets
- Create, update, activate, and deactivate brands, denominations, product types, and regional configurations
Partner Onboarding
- Configure and onboard new suppliers, sellers, and business partners, from setup through go-live
- Validate integrations and configurations to ensure a smooth launch
Technical Escalation
- Reproduce, document, and escalate technical issues to the technology team through structured tickets
- Track issues through to resolution and confirm fixes in production
Process & Documentation
- Develop and maintain standard operating procedures for all recurring operational processes
- Contribute to continuous improvement of operational workflows as the business scales
Cross-Regional Coordination
- Collaborate with operations colleagues in other time zones to ensure seamless coverage and handovers
Qualifications:
- 2 to 4 years of experience in technical support (L2), implementation, QA, or marketplace operations
- Working knowledge of APIs, including testing endpoints and interpreting responses and error codes (e.g., Postman, JSON)
- Experience working with back-office systems or admin panels for configuration and data management
- Basic SQL skills for data validation and issue investigation, or a strong willingness to learn
- Advanced proficiency in Excel or Google Sheets
- Excellent written and verbal communication skills in English
- Strong analytical and problem-solving skills with a high level of attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Professional, client-facing communication style
- Availability to support occasional off-hours escalations
Preferred Qualifications:
- Experience in fintech, payments, e-commerce, or digital gift card and prepaid industries
- Arabic language proficiency; additional languages are an advantage
- Familiarity with ticketing and project management tools (e.g., Jira)
- Scripting or automation skills (e.g., Python) for bulk data handling
