CX Risk Coordinator
New
C
CookUnityFood delivery
Location: Lima, Lima Province, Peru, Available to work EST hours, including evening coverageFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Strong written English
- Experience
- 2+ years of experience in a CX, Operations, or analytical role
- Required Skills
- Project ManagementSQLData AnalysisZendeskCRM
Requirements
- Have 2+ years of experience in a CX, Operations, or analytical role.
- Bring experience in a high-volume, logistics-adjacent environment ideally.
- Have proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and measurable outcomes.
- Use a process-improvement mindset to identify friction and pursue fixes.
- Be comfortable building spreadsheets, interpreting dashboards, and spotting anomalies.
- Have strong written English and be able to summarize data for non-technical readers.
- Have experience with Zendesk or a comparable CRM or ticketing platform.
- Be available to work EST hours, including evening coverage.
- SQL knowledge is preferred.
- Experience with Google BigQuery is preferred.
- Familiarity with Lean, root cause analysis, Kanban, or similar frameworks is preferred.
- Exposure to Apps Script, Python, n8n, or similar automation or scripting is preferred.
- Familiarity with delivery or food operations, routes, 3PL dynamics, or last-mile logistics is preferred.
Responsibilities
- Classify and document incidents across the T1–T5 severity framework and contribute to post-mortems with root cause analysis.
- Analyze escalation spikes to identify patterns by market, route, meal, or time.
- Map CX and operational workflows and identify sources of delays, credits, and refunds.
- Combine escalation data, VOC feedback, and stakeholder input to find and size pain points.
- Design and test process changes, documentation, templates, automations, or tooling requests.
- Measure improvement results and report whether each change worked.
- Own CX Risk projects from scoping through delivery, defining goals, success metrics, owners, and deadlines.
- Coordinate stakeholders across CX Ops, Operations, Markets, Kitchens, and Product; escalate and follow up on blockers.
- Prepare weekly escalation summaries, maintain Credits & Refunds dashboards, and contribute to monthly C&R Digest and VOC analyses.
- Present findings and recommendations, flag recurring root causes, and audit logistics channels during the afternoon window.
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