Service Quality Lead

Service Quality Lead

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