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Support Specialist
3 months ago
**Support Specialist**
Los Angeles, CA (Venice) / Operations Customer Support / Full-time (Remote) At Coco, were dedicated to perfecting the last-mile delivery experience. We strongly believe the delivery service industry in its current state is massively under-serving merchants, and we are committed to creating a frictionless, reliable, consistent, and sustainable delivery experience for merchants and their customers in cities everywhere.
The Support Specialist role focuses on B2B interactions over the phone as well as live chatting with customers. This role is highly dynamic and requires the use of multiple systems at once to keep all responsible teams on the same page. You will touch all aspects of the business while maintaining a forward facing relationship with both the merchants using our service as well as their customers. Regular and thorough documentation of these interactions play a large role in the success of this team. It also a fully remote position.
The person who is right for this role cares about the well- and success of those around them. They go above and beyond to make sure that everyone has a great experience and you enjoy interacting with others regularly. Finally, they are a flexible thinker: ready to adapt your processes to the rapidly-changing needs of a fast-growing startup. **Responsibilities**
+ Excellent verbal and written communication skills across all platforms (Discord, Zendesk, Slack, Zoom, etc)
+ Monitor and respond to incoming emails and phone inquiries, ensuring we are delivering the highest level of support
+ Think critically and creatively to implement automation and scale the Coco support experience
+ Identify pain points, look for solutions, and propose improvements to optimize product features and the User Experience
+ Communicate and work cross-collaborate with Operations (Pilots, Dispatch, Field Ops) to drive shared initiatives to create the most optimal user experience
+ Ability to work in a fast-paced environment, learn quickly and adapt
**Qualifications**
+ Must have a great internet connection
+ Must be able to work nights and weekends
+ High School diploma or equivalent
+ Prior work experience with management
+ Experience with forward facing customer support and B2B
+ Experience dealing with time sensitive issues
