Operations & Support Lead

About the role

RouteLift is building the operating system for African social commerce, helping merchants on WhatsApp, Instagram and TikTok manage last‑mile delivery and customer engagement. We are looking for an Operations & Support Lead to keep our day‑to‑day delivery flow running smoothly, supporting both merchants and riders in Lagos.

Key responsibilities

• Monitor active deliveries and proactively follow up with riders to avoid SLA breaches.
• Manually process pending deliveries when riders are unavailable.
• Onboard and activate new riders onto the RouteLift platform.
• Process rider payouts accurately and on schedule.
• Provide responsive support to merchants and riders, handling issues related to addresses, deliveries, payments, pricing and the WhatsApp assistant (RAYA).
• Serve as the first point of contact for operational issues during active business hours.

Required profile

• 1‑3 years of experience in operations, logistics, customer support or a similar hands‑on role.
• Comfortable working in a high‑volume, fast‑paced environment with shifting priorities.
• Strong communication skills with the ability to de‑escalate issues.
• Detail‑oriented, especially with payments and reconciliation.
• Based in Lagos and available during active operating hours.
• Bonus: experience with logistics, delivery or e‑commerce platforms.

Required skills

What we offer

• Immediate impact in a small, fast‑moving team.
• Ownership over daily operations and direct collaboration with the founders.
• Opportunity to grow as the company scales.