Job Description/Specification:
Snoonu, Qatar’s homegrown Super App, is seeking an Agent Tools Strategy & Operations Specialist to improve the systems, processes and tools used by its customer support agents. The role sits at the intersection of operations, product development, analytics and customer experience (CX).
Rather than directly managing the support team, the specialist will focus on making agents faster, more accurate and more effective by improving workflows, reducing manual work and partnering with Product and Engineering teams to develop better support tools.
The position is suited to an analytical professional who can identify operational problems, translate business needs into functional requirements and measure the impact of improvements. As Snoonu grows, the role is also expected to contribute to broader customer experience initiatives and operational excellence programmes.
Company: Snoonu
Job Title: Agent Tools Strategy & Operations Specialist
Industry: Technology, Customer Experience, Product Operations and Support Operations
Location: Qatar
Key Responsibilities
1. Agent Tooling and Process Improvement
The specialist will own the operational assessment of agent tools and workflows, identifying what support agents need to perform their duties effectively.
Responsibilities include translating operational requirements into clear functional specifications and roadmaps, mapping end-to-end support processes, and removing unnecessary manual steps, friction and rework.
The role also covers core tooling capabilities such as case management, routing, agent assignment, capacity management, customer identification and the consolidation of fragmented tools into a unified workflow. Semi-automation, templates and guided workflows will be explored to reduce agent effort and errors.
2. Collaboration with Product and Engineering
A major part of the position involves working with Product and Engineering teams to turn operational needs into practical tool improvements.
The specialist will define feature requirements and roadmaps, develop project plans across stakeholder groups, and help ensure that new features are successfully developed and deployed.
The role also acts as a quality-assurance partner by identifying critical quality blockers and risks before launch. After deployment, the specialist will track defects, coordinate remediation and drive continuous improvement.
3. Improving Support Performance Metrics
The role aims to improve customer support performance through better tools and processes rather than direct people management.
Key performance measures include:
- Average Handle Time (AHT): Reducing the time agents need to manage support cases.
- First Contact Resolution (FCR): Improving the ability to resolve customer issues during the first interaction.
- Resolution Time: Helping cases reach resolution more efficiently.
- Quality: Improving the accuracy and consistency of support outcomes.
The specialist will build reporting and diagnostic methods to connect tooling and process changes with measurable performance improvements. Experiments and pilot programmes will help validate whether proposed changes improve agent efficiency and customer outcomes before wider implementation.
4. Data Analysis and Performance Reporting
Data will be central to decision-making. The specialist will use SQL, dashboards and analytics tools to identify where agents lose time, where processes break down and which tooling gaps have the greatest operational impact.
Other responsibilities include prioritizing high-impact improvements, developing frameworks to monitor agent efficiency KPIs and establishing early-warning indicators that help identify emerging problems.
5. Broader Customer Experience Initiatives
In addition to tooling and workflow ownership, the specialist will contribute to strategic CX initiatives, including service quality improvements, customer journey redesign and operational excellence programmes.
Developing scalable standard operating procedures (SOPs), frameworks and playbooks will help support operations remain consistent as the business expands. The role is designed to evolve as Snoonu's priorities and operational needs change.
Qualifications and Experience
Candidates should meet the following requirements:
- Professional experience: 4–6 years in Support Operations, Product Operations, Customer Experience, Strategy, Consulting or a similar analytical role.
- Industry background: Experience in technology, marketplaces or other fast-paced environments.
- Analytical skills: Ability to structure ambiguous problems and translate them into actionable steps.
- Data proficiency: Hands-on experience with SQL, Excel and business intelligence (BI) tools.
- Product collaboration: Experience gathering requirements and working with Product and Engineering teams to deliver tools or features.
- Process improvement: A mindset focused on streamlining, standardizing and automating workflows.
- Communication: Strong stakeholder management and communication skills.
- Ownership: Comfort working with ambiguity, taking initiative and following projects through to completion.
Skills That Can Help You Succeed
Success in this position requires a combination of analytical thinking, operational understanding and cross-functional collaboration. Candidates should be able to investigate problems, use data to establish priorities and communicate requirements clearly to technical and non-technical stakeholders.
Experience measuring the impact of process changes, testing new workflows and monitoring performance after launch can be particularly relevant. Strong organization, adaptability and a bias for action will also help when managing multiple improvement initiatives.
Why Consider a Career with Snoonu?
Snoonu describes itself as a technology-driven Qatari Super App focused on delivery, shopping and other everyday services. Its stated ambition is to become the first Qatari Ultra App, using innovation and technology to create new possibilities for the region and its community.
The company highlights learning budgets, access to courses, employee autonomy, flexible time off and wellness policies. Its stated values include customer focus, integrity, curiosity, creativity, ownership, teamwork and delivering results.
Snoonu also states that it is Great Place to Work® Certified and holds ISO 9001:2015 and ISO 45001:2018 certifications. Its workplace messaging emphasizes inclusion, professional development and community-focused initiatives.
Interview Preparation Tips
Candidates should prepare examples showing how they identified an operational problem and improved a process or tool. Be ready to explain how you used SQL, Excel or BI dashboards to investigate performance issues and measure results.
It is also useful to prepare examples of gathering requirements, collaborating with Product and Engineering, testing a new feature and addressing issues after launch. Familiarity with AHT, FCR, resolution time and support quality will help demonstrate an understanding of the role's performance objectives.
Frequently Asked Questions
1. What does an Agent Tools Strategy & Operations Specialist do?
The specialist improves support agent tools, workflows and processes to increase efficiency, accuracy and customer service quality.
2. How much experience is required?
The job description specifies 4–6 years of experience in a relevant operational, analytical, strategy or customer experience role.
3. Which technical skills are required?
Hands-on experience with SQL, Excel and BI tools is required, alongside experience gathering requirements and working with Product and Engineering teams.
4. Does the role involve directly managing support agents?
The position focuses on improving processes and tooling rather than directly managing the agent team.
5. Which performance metrics are important?
The role targets average handle time, first contact resolution, resolution time and support quality.
6. What benefits does Snoonu mention?
The company highlights learning resources, flexible time off, wellness policies and employee autonomy. Specific salary and individual compensation details are not included in the supplied description.
Final Thoughts
The Agent Tools Strategy & Operations Specialist position at Snoonu is suited to professionals who combine data analysis, process improvement and product collaboration. Candidates with relevant experience in technology-driven operations and a track record of turning operational problems into measurable improvements may find this opportunity particularly relevant.