Head of Service Quality at Coco

Laos

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$140,000 – $200,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Delivery ServicesIndustries

Requirements

Bachelor’s Degree or equivalent professional experience
3+ years of experience in management of customer service or customer success teams
Demonstrated experience working with data analysis and business intelligence tools (e.g. Sigma, Quicksite, PowerBI, Tableau or equivalent)
Preferred Qualifications
Demonstrated experience in implementing and managing omni-channel support operations (text, chat, voice)
Experience with automation of communication workflows using AI tools
Experience working with Business Process Outsourcing (BPO) partners
Versed in data analysis using SQL
Phenomenal written and verbal communication skills

Responsibilities

Champion improvements in Coco’s products to streamline the customer and merchant experience and eliminate pain points that necessitate support
Provide top-tier support to customers, merchants, and communities for issues that cannot be eliminated
Lead the design, implementation, and maintenance of the customer service product (collected policies, processes, and tools)
Actively seek ways to improve team productivity and customer support experience, including implementing new tools like generative AI
Manage the team of customer service agents
Formulate, track, and report on quantitative indicators of customer and merchant satisfaction and top-tier customer service

Skills

Key technologies and capabilities for this role

Generative AICustomer Service ManagementTeam LeadershipKPI TrackingService Ticket AuditingProduct DesignCross-functional CollaborationData Analysis

Questions & Answers

Common questions about this position

What is the salary range for the Head of Service Quality role?

The salary range is $140K - $200K.

Is this role remote or onsite, and where is it located?

This is an onsite, in-office role at the headquarters in Playa Vista, Los Angeles, CA.

What are the basic qualifications for this position?

Candidates need a Bachelor’s Degree or equivalent professional experience, 3+ years of experience managing customer service or customer success teams, and demonstrated experience with data analysis and business intelligence tools like Sigma, Quicksite, PowerBI, or Tableau.

What does a typical day look like for the Head of Service Quality?

A typical day might involve auditing service tickets for customer pain points, huddling with software engineers to scope new tools, and presenting weekly customer service KPIs to leadership.

What experience will make my application stand out for this role?

Highlight experience implementing omni-channel support operations, automating workflows with AI tools, working with BPO partners, SQL data analysis, and phenomenal communication skills.

Coco

Food delivery service from local restaurants

About Coco

CocoDelivery.com is a food delivery service that connects customers with local restaurants, ensuring faster, hotter, and fresher deliveries. It features a transparent pricing model with a single delivery fee, avoiding hidden costs that are common in the industry. The company also supports local restaurants by helping them reach a wider customer base, while operating with a commitment to zero emissions, appealing to environmentally conscious consumers. By charging a delivery fee shared with restaurants, CocoDelivery.com aims to maintain lower fees and generate profits through high order volume.

Santa Monica, CaliforniaHeadquarters

2020Year Founded

$40.4MTotal Funding

SERIES_ACompany Stage

Food & Agriculture, Social ImpactIndustries

501-1,000Employees

Risks

Dependency on Uber's platform may lead to loss of direct customer relationships.

Technological challenges in partnerships could delay delivery improvements.

Reliance on robotic systems may face public resistance and technological malfunctions.

Differentiation

Coco promises faster, hotter, and fresher deliveries than competitors.

The company operates with a zero-emissions model, appealing to eco-conscious consumers.

Transparent pricing with no markups or tips sets Coco apart in the delivery industry.

Upsides

Partnership with Uber Eats expands market reach and customer base.

Advancements in AI and robotics reduce operational costs and increase efficiency.

Growing demand for sustainable delivery aligns with Coco's zero-emissions promise.

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