About Coco
At Coco, we’re dedicated to perfecting the last-mile delivery experience through robotics. We believe the delivery service industry in its current state is massively under-serving merchants, and we are committed to creating a sustainable, reliable, and frictionless delivery experience for merchants and their customers.
Coco is a venture-backed, Series A stage startup that operates hundreds of sidewalk robots, delivering to thousands of customers every week across Los Angeles. The environment here is high-energy, collaborative, and entrepreneurial.
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, PowerBI, 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
Compensation Package
Coco provides salary + equity compensation packages. The salary range for this role is $110,000-$140,000. We also offer competitive healthcare benefits and a 401k program.
We are committed to fostering an inclusive workplace and encourage applications from all qualified individuals, including minorities, women, individuals with disabilities, veterans, and those of diverse gender identities and sexual orientations.