Business Operations Specialist

Location: Dubai, United Arab Emirates

About Revibe

Revibe is the GCC's fastest-growing marketplace for refurbished electronics, reshaping the electronics marketplace category across developing markets. In under 3 years, we've gone from Seed to Series A to Series B, raising more than 20M USD and establishing ourselves as the champion in our market. We've successfully expanded beyond the GCC into South Africa and Thailand, with the ambition of continuing to expand and reaching unicorn status within the next 4 years. As part of our team, you will play a pivotal role in managing our customer care team, streamlining workflows, optimizing processes, and leveraging data and AI to drive efficiency and scalability as our operations expand to meet increasing customer and seller demands.

Now is the time to jump in!

Key Responsibilities

Customer care management

• Provide hands-on coaching and real-time guidance to agents and team leads
• Lead and participate in daily stand-ups to track performance, risks, and priorities
• Manage day-to-day customer service operations across voice, tickets, email, and in-app support channels
• Oversee high-volume call centre operations, ensuring queue health, responsiveness, and service stability
• Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action where required

Data & AI

• Monitor key operational metrics across different verticals to ensure targets are met
• Use tools like spreadsheets (Excel) and SQL to analyse operational data and generate actionable insights
• Design and deploy AI-driven solutions (e.g. AI agents, automated ticket triage, chatbots) to scale customer support and reduce manual workload
• Continuously evaluate and improve the performance of AI tools, using data to measure impact and refine outcomes

Cross-functional missions

• Identify process inefficiencies or system gaps based on hands-on operational experience
• Lead the implementation of AI-powered automations across customer care workflows
• Collaborate with product and tech teams to enhance tools and automate key processes
• Identify opportunities to enhance productivity and support Revibe's overall growth strategy

Requirements

• Background in operations, consulting, corporate finance, or start-ups
• Strong skills in Excel/spreadsheets; SQL is a plus
• Hands-on experience with (or strong interest in) applying AI tools to operational or customer-facing workflows
• A builder's mindset — comfortable experimenting with new AI tools and turning them into practical, scalable solutions
• Master's degree in Business, Operations, Supply Chain, or related field
• Analytical, detail-oriented, and proactive with strong communication skills

Why Join Us?

• An extremely lean, high-performing team — We keep the team small and the talent bar high. You'll work alongside a very senior team where everyone is an owner of their topics.
• Big scope and responsibility — You'll own a broad remit from day one, with the autonomy to make real decisions and the visibility to see their impact across the business.
• Remote and flexible working — We work in a hybrid model, combining time in the office with the flexibility to work remotely part of the week.
• Equity package — Share in the upside you help create with an equity package.
• Relocation package — Moving to join us? We'll support your relocation to make the transition smooth.