Company Overview
At Coco, we are transforming last-mile delivery through robotics. In an industry that often falls short for merchants and customers, we are building a solution that’s frictionless, consistent, reliable, and sustainable. Our robotic delivery fleet is designed to help local merchants reach customers more efficiently—creating delightful urban delivery experiences.
Role Summary
As the Head of Service Quality, you’ll lead the strategy, systems, and team responsible for delivering world-class support experiences to Coco’s merchants, customers, and city communities. Your core mission is to eliminate the need for support wherever possible by identifying and fixing root causes within our product.
When support is required, your goal is to ensure it’s fast, seamless, and empathetic—powered by the right policies, tools, data, and team culture. You’ll own and continuously optimize our support operations, champion innovative technologies like generative AI, and work cross-functionally with engineering, robotics, and field operations.
A Day in the Life
This is a fully in-office role at our Playa Vista HQ in Los Angeles, CA. On any given day, you might:
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Audit service tickets to surface recurring pain points.
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Collaborate with engineers on a tool that enhances live delivery monitoring.
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Present weekly customer service KPIs to the executive team.
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Lead initiatives to improve merchant satisfaction, pulling in specialists across robotics, ML, and field ops.
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Scope out automation enhancements using AI-based communication workflows.
Key Responsibilities
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Design, implement, and maintain Coco’s customer service infrastructure, including processes, tools, and escalation protocols.
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Identify and eliminate recurring issues through data-driven insights and product improvements.
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Manage and develop a high-performing team of customer service agents.
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Evaluate and implement new technologies (e.g., AI tools) to improve productivity and support quality.
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Partner with Product, Engineering, and Ops to improve the overall user and merchant experience.
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Track, analyze, and report on customer service metrics, satisfaction levels, and operational KPIs.
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Work with external BPO partners, if needed, to scale omni-channel support.
Basic Qualifications
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Bachelor’s degree or equivalent professional experience.
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3+ years leading customer service or customer success teams.
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Hands-on experience with business intelligence and analytics tools (e.g., Sigma, QuickSight, Power BI, Tableau).
Preferred Qualifications
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Proven experience managing omni-channel support operations (chat, text, voice).
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Familiarity with AI tools for automating communication workflows.
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Experience working with BPO partners.
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Strong skills in SQL for data querying and analysis.
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Excellent written and verbal communication skills, with the ability to engage cross-functional teams and stakeholders.
Why Join Coco?
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Be at the forefront of robotic urban logistics innovation.
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Lead impactful work that touches product, operations, and customer success.
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Collaborate across disciplines—from machine learning to customer-facing teams.
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Influence the direction of scalable support strategy in a mission-driven environment.
Equal Opportunity Statement:
Coco is an Equal Opportunity Employer committed to building an inclusive and diverse workforce. We welcome applicants from all backgrounds and experiences