Service Quality Lead

OVERVIEW

At Coco, we’re dedicated to perfecting the last-mile delivery experience. We believe the industry in its current state is massively under-serving merchants, so we’re building a frictionless, reliable, consistent, and sustainable solution for merchants and their customers in cities everywhere.

ROLE SUMMARY

As a Service Quality Lead, you’ll take responsibility for the day-to-day operation of our customer support, trust and safety functions. You will oversee the hiring, training and staffing of support agents to cover Coco's 24/7 operations. You'll directly handle the most critical escalations from customers, merchants and community members to ensure that every interaction has a positive outcome. Finally, you'll combine data and anecdotes from customers and merchants to identify gaps in the Coco experience and act as a voice of the customer to drive product and process improvements.

KEY RESPONSIBILITIES

• Supervise the recruitment, training, coaching and staffing of the Coco support team.

• Handle high-impact inbound contact escalations.

• Analyze support data and produce clear, actionable reports for stakeholders

• Identify key drivers of support contacts and advocate with product and engineering for improvements

BASIC QUALIFICATIONS

• Undergraduate degree or equivalent experience

• Experience in customer support management

• Experience with analysis of large datasets using Excel, Google Sheets, or similar product

PREFERRED QUALIFICATIONS

• Advanced data analysis skills (e.g. Python, SQL)

• Experience in trust and safety escalation management