City Operations Lead - Trivandrum

Job Description - City Operations Lead – Trivandrum
At Kaicho, we're flexible about where you work. Work from home when that suits you, and step out when a task is easier in person, like catching up with a kitchen partner, onboarding riders, or sorting out an issue. We trust you to find a rhythm that works for you and the team. As part of a small team, you'll work closely with the founders and see your impact every day.
Here are the details of what you’ll do:
A. Business development and Partner Management
Find, sign and support good local kitchens, placed so deliveries stay short and fresh.
• Scout good, well-rated, hygienic kitchens and negotiate meal prices
• Develop and maintain strong relationships with existing and prospective partners
• Keep a track of kitchen’s monthly availability calendar
• Screen customer reviews before kitchens see them
• Track and tag delivery complaints and flag repeat failures for a warning or suspension
B. Rider (gig worker) management
Build a reliable rider pool and keep every meal slot covered.
• Watch core supply: active riders, regularity and ratings
• Close shortages and availability gaps before they reach a meal slot
• Approve or reject riders once every document is in: RC, driving licence and Aadhaar
• Onboard new riders on the Kaicho Partner app: Pickup, Delivery and Payouts
C. Customer acquisition
Grow the city’s customer base, especially at addresses where many customers eat
• Bring in customers at offices, hostels and coaching centres
• Plan and run local marketing within the allocated budget to drive app registrations
• Track and update the status of every customer lead
D. Customer support and escalations
Look after customers, and act fast when something goes wrong.
• Own the city’s support queue and resolve every ticket within 24 hours
• Step in when the system flags a problem: late rider, short count, kitchen running behind
• Dig into recurring issues to find the root cause (RCA), and fix it
• Manage escalations and report them to the founders
What you bring
Everyone needs
• Fluent Malayalam and good English
• A two-wheeler and a valid driving licence
• Calm, organised, and the habit of writing down why
• Comfort with apps, dashboards and admin tools
• Laptop
Plus, one of these backgrounds
• Fresher: If you’re ready to learn and grow, we’re more than happy to guide you through it
• Experienced: 3–6 years in food delivery, hyperlocal logistics, cloud kitchen or quick commerce operations, including running a city, zone or hub, and managing delivery riders and restaurant or kitchen partners.
If you’re interested:
DM or write to us at ceo@kaicho.app and share your resume. Keeping a cover letter is a huge plus.

Work arrangement
No