Company Overview
At Coco, we’re redefining the last-mile delivery experience through a fleet of innovative delivery robots. In a space where merchants are often under-served, our mission is to deliver a frictionless, reliable, and sustainable solution for local businesses and their customers in cities across the country.
Role Summary
We’re looking for a Service Quality Lead to take ownership of our customer support and trust & safety operations. This person will lead the charge in building, scaling, and managing our 24/7 support team—ensuring every customer, merchant, or community interaction reflects the reliability and care Coco is known for.
In this highly impactful role, you will handle the most critical escalations, analyze support performance data, and serve as the voice of the customer, bringing insights back to product and engineering teams to drive meaningful improvements in the Coco experience.
Key Responsibilities
-
Lead recruitment, onboarding, training, and scheduling of Coco’s support agents across 24/7 operations.
-
Manage and resolve high-priority customer and merchant escalations, ensuring positive outcomes.
-
Analyze contact and support data to generate insightful reports and actionable performance metrics.
-
Identify trends and root causes of support contact drivers, collaborating with product and engineering to reduce friction.
-
Champion a culture of operational excellence, empathy, and continuous improvement within the support team.
Basic Qualifications
-
Bachelor’s degree or equivalent professional experience.
-
Proven experience in customer support or service operations leadership.
-
Proficiency in analyzing large datasets using Excel, Google Sheets, or similar tools.
Preferred Qualifications
-
Advanced data analysis skills using SQL, Python, or similar tools.
-
Prior experience in Trust & Safety escalation management.
-
Familiarity with customer support systems and escalation protocols in fast-paced, tech-driven environments.
Why Join Coco?
-
Help shape the customer experience strategy for one of the most innovative last-mile delivery companies.
-
Be part of a collaborative, mission-driven team making urban logistics more sustainable and efficient.
-
Own high-impact work that directly affects customers, merchants, and the product roadmap.
-
Thrive in a dynamic startup culture that values data-driven decisions, ownership, and empathy.
Equal Opportunity Statement:
Coco is proud to be an Equal Opportunity Employer, committed to building an inclusive and diverse team. We welcome applicants from all backgrounds, identities, and experiences.