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Head of Service Quality
$110,000 - $140,000/Yr
Coco Srl - Culver City, CA
posted about 2 months ago
Full-time - Mid Level
Culver City, CA
Real Estate
About the position
The Head of Service Quality at Coco is responsible for enhancing the customer and merchant experience by improving product quality and support interactions. This role involves leading a team of customer service agents, implementing new tools and processes, and tracking customer satisfaction metrics to ensure top-tier service delivery.
Responsibilities
- Champion improvements in Coco's products to streamline customer and merchant experiences.
- Provide top-tier support to customers, merchants, and communities.
- Lead the design, implementation, and maintenance of customer service policies, processes, and tools.
- Implement new tools like generative AI to improve team productivity and customer support experience.
- Manage a team of customer service agents and oversee their performance.
- Formulate, track, and report on quantitative indicators of customer and merchant satisfaction.
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).
Nice-to-haves
- 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.
Benefits
- Health insurance
- 401(k)
- Paid time off
