Job Openings at Kofa

Key Responsibilities:

Battery Network Operations Analyst

• Operate and oversee Kofa’s Network Operations Centre (NOC) to support 24/7 (shift schedule) real-time network decision-making.
• Monitor and optimize the performance of battery swap stations to maximize availability, reliability, and customer satisfaction.
• Coordinate with field associates and engineers to troubleshoot and prevent faults, ensuring safety and continuity of operations.
• Respond rapidly to operational events and alarms, initiating corrective action and safety protocols where necessary.

Data-Driven Optimization

• Conduct advanced analysis to identify efficiency improvements and operational risks.
• Collaborate with Product, Engineering, and Data Science teams to integrate automation and AI into NOC workflows.
• Produce actionable insights through structured reporting (daily, weekly, and quarterly) to guide network optimization and executive decision-making.

Risk and Capacity Management

• Implement strategies to balance customer experience, operational resilience, and commercial efficiency.
• Forecast and manage network demand, and recommend data-driven interventions.
• Support cost control initiatives while ensuring Service Level Agreements (SLAs) are consistently met.

Customer-Centric Operations

• Ensure every interaction with Kofa’s network is seamless, safe, and reliable.
• Optimize battery allocation and dispatch across the network at the lowest possible cost without compromising service quality.
• Collaborate cross-functionally with Sales, Marketing, and Finance to translate operational insights into customer value and business growth.

Emergency Response Coordination

• Act as the first line of response for triggering emergency protocols, coordinating evacuations, and liaising with emergency services.

Qualifications and Skills:

Education:

• Bachelor’s degree in Mathematics, Statistics, Actuarial Science, Computer Science, Business Analytics or related quantitative field.

Experience:

• 2+ years experience in high-intensity operational environments such as a Network Operations Centre, trading desk, logistics control centre, banking, or equivalent.
• Demonstrated ability to make data-driven commercial decisions under pressure.

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• This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor’s degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools