Coco · 5 months ago
Service Quality Lead
LA
Full-time
Onsite
Senior Level, Lead/Staff
$109K/yr - $134K/yrCoco is dedicated to perfecting the last-mile delivery experience and is seeking a Service Quality Lead. In this role, you will oversee customer support operations, manage the hiring and training of support agents, and handle critical escalations to ensure positive outcomes for customers and merchants.
Artificial Intelligence (AI)E-CommerceFood DeliveryLogisticsRobotics
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
Qualification
Required
Undergraduate degree or equivalent experience
Experience in customer support management
Experience with analysis of large datasets using Excel, Google Sheets, or similar product
Preferred
Advanced data analysis skills (e.g. Python, SQL)
Experience in trust and safety escalation management
Company
Coco
A last-mile delivery service that deploys human-operated sidewalk robots to transport goods from merchants to their customers
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$121.5MKey Investors
Sam Altman
2025-06-11Series B· $80M
2022-04-15Series A
2021-08-25Series A· $36M
Leadership Team
B
Brad Squicciarini
Co-founder/CTO
Bolei Zhou
Chief AI Scientist
Recent News
2025-11-19
2025-10-24
Company data provided by crunchbase