About the Role
We are looking for a highly proactive and detail-oriented LiveOps Specialist to support Rabbit’s day-to-day operations and ensure a seamless customer experience across all touchpoints. In this role, you will monitor live operational performance, manage escalations, resolve customer-impacting issues, and coordinate closely with cross-functional teams to drive fast and effective resolutions. You will act as the frontline operational problem solver, ensuring customers receive the best possible experience while helping Rabbit continuously improve operational excellence. This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex operational problems, communicates effectively under pressure, and has a strong sense of ownership.
What You'll Do
- Monitor live operations and proactively identify operational issues impacting customers or performance.
- Own and manage open operational tickets from identification through resolution.
- Investigate issues, analyze root causes, and take fast corrective actions where needed.
- Coordinate with multiple stakeholders across operations, customer experience, logistics, supply, and technology teams to ensure timely ticket closure.
- Manage customer escalations professionally and effectively while maintaining high customer satisfaction.
- De-escalate sensitive situations and provide clear, timely communication to customers and internal teams.
- Support daily operational coordination to ensure smooth execution and achievement of business objectives.
- Track operational trends, recurring issues, and escalation patterns to recommend process improvements.
- Ensure all issues are documented accurately and escalated appropriately when required.
- Meet and exceed individual KPIs and team performance goals.
- Contribute ideas and creative solutions to improve operational efficiency and customer experience.
- Maintain a high level of urgency, ownership, and accountability during live operational incidents.
What We're Looking For
- Strong problem-solving and analytical thinking skills.
- Excellent communication and stakeholder management abilities.
- Ability to multitask and prioritize effectively under pressure.
- Strong sense of ownership and accountability.
- Comfortable working in a dynamic, fast-moving environment with shifting priorities.
- Ability to remain calm and professional during escalations or operational incidents.
- Strong attention to detail and organizational skills.
- Proficiency in Google Workspace, Excel, or operational tracking tools.
- Flexibility to work shifts, weekends, or rotational schedules when needed.