Coco
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Service Quality Lead
role at
Coco .
Base pay range $109,000.00/yr - $134,000.00/yr
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.
Referrals increase your chances of interviewing at Coco by 2x.
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Service Quality Lead
role at
Coco .
Base pay range $109,000.00/yr - $134,000.00/yr
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.
Referrals increase your chances of interviewing at Coco by 2x.
#J-18808-Ljbffr