Coco
Coco is a robotic delivery service that deploys remotely piloted sidewalk vehicles for last-mile deliveries.
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Support Specialist at Coco (Remote)

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At Coco, we’re dedicated to perfecting the last-mile delivery experience through robotics. We strongly believe the delivery service industry in its current state is massively under-serving merchants, and we are committed to creating a sustainable, efficient & reliable  delivery service for merchants and their customers everywhere.
 
Coco is a venture-backed and early stage startup that has already deployed hundreds of last mile delivery robots, delivering to thousands of customers every week. The environment here is high-energy, dynamic, and exciting. If you’re collaborative, energetic, have a competitive spirit, and love working in teams, you’re going to feel right at home.
At Coco, we’re 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 customer management software
  • Experience with forward facing customer support and B2B
  • Experience dealing with time sensitive issues

Coco is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation

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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • ROSLanguages
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • JestFrameworks
    • JupyterFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
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What are Coco Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Free Daily Meals
Parking
Relocation Assistance
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program

An Insider's view of Coco

What’s the vibe like in the office?

At Coco, everyone believes in what we're building, and that mission-driven mentality shapes our culture. Our office is a collaborative workspace where ideas and feedback are shared without boundaries, and everyone's voice is heard and respected. Plus, nothing beats Whiskey Wednesdays or our great view of Santa Monica!

Krupa

Product Owner

What does your typical day look like?

As Coco scales, my team is responsible for developing and managing a delivery platform that can support more engineers, increase our operations team's efficiency and improve our delivery quality. We build everything from real-time mobile apps showing the state of robots and deliveries to event-driven microservices that enable automation.

Christie

Software Engineer

What is your vision for the company?

At Coco, we're dedicated to perfecting the last-mile delivery experience. We believe that the delivery service industry in its current state massively underserves merchants, and we're committed to creating a frictionless, reliable and sustainable delivery experience for merchants and their customers in cities everywhere.

Zach

CEO

What projects are you most excited about?

I have my hands on many projects at Coco. The one I’m most excited about is expanding on our office perks. As I curate each offering, I take an intentional approach so that everyone knows they have a say in choosing what’s best for them. I want to ensure everyone feels empowered to choose perks that nourish all aspects of their wellbeing.

Collins

Front Desk Coordinator

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