Service Quality Lead at Coco

Laos

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$109,000 – $134,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, DeliveryIndustries

Requirements

Undergraduate degree or equivalent experience
Experience in customer support management
Experience with analysis of large datasets using Excel, Google Sheets, or similar product
Advanced data analysis skills (e.g. Python, SQL) (Preferred)
Experience in trust and safety escalation management (Preferred)

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

Skills

Key technologies and capabilities for this role

ExcelGoogle SheetsPythonSQLCustomer Support ManagementTrust and SafetyData AnalysisTeam StaffingEscalation Handling

Questions & Answers

Common questions about this position

What is the salary range for the Service Quality Lead position?

The salary range is $109K - $134K.

Is this role remote or onsite?

The position is onsite.

What are the basic qualifications for this role?

Basic qualifications include an undergraduate degree or equivalent experience, experience in customer support management, and experience with analysis of large datasets using Excel, Google Sheets, or similar.

What preferred skills are mentioned for the Service Quality Lead?

Preferred qualifications include advanced data analysis skills such as Python and SQL, and experience in trust and safety escalation management.

What does the role involve in terms of team management?

The role requires supervising the recruitment, training, coaching, and staffing of the Coco support team to cover 24/7 operations.

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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