Head of Service Quality

At Coco, we’re dedicated to revolutionizing the last-mile delivery experience. We believe that the delivery service industry, as it stands, is 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.

About the Role

At Coco, we believe that the best support interaction is one that isn’t needed in the first place. The Head of Service Quality is responsible for championing improvements in Coco’s products that streamline the customer and merchant experience and eliminate the pain points that necessitate support. For issues that can’t be eliminated, your mission is to provide top-tier support to our customers, merchants, and the communities where we operate.

You will lead the design, implementation and maintenance of our customer service product: the collected policies, processes and tools. You will actively seek ways to improve both your team’s productivity and the customer’s support experience by implementing new tools like generative AI. You will manage our team of talented customer service agents. Last but not least, you will formulate, track and report on quantitative indicators of customer and merchant satisfaction and top-tier customer service.

A Day in the Life

This is an in-office role at our headquarters in Playa Vista, Los Angeles, CA. In a typical day, you might be auditing service tickets to gain insight into customer pain points, huddling with software engineers to scope out a new delivery monitoring tool for support agents, and presenting weekly customer service KPI’s to the Coco leadership team. Developing a solution for a merchant satisfaction issue might involve pulling together a team including roboticists, machine learning engineers, and field service operators.

Basic Qualifications

Bachelor’s Degree or equivalent professional experience

3+ years of experience in management of customer service or customer success teams

Demonstrated experience working with data analysis and business intelligence tools (e.g. Sigma, Quicksite, Power

BI, Tableau or equivalent)

Preferred Qualifications

Demonstrated experience in implementing and managing omni-channel support operations (text, chat, voice)

Experience with automation of communication workflows using AI tools

Experience working with Business Process Outsourcing (BPO) partners

Versed in data analysis using SQL

Phenomenal written and verbal communication skills