Coco is a last-mile delivery service that deploys human-operated sidewalk robots to transport goods from merchants to their customers. Backed by Pelion Venture Partners.
About the role
Own Support Operations : Lead Coco's 24/7/365 customer support function across eaters, merchants, and the general public. You set the bar for what great support looks like at Coco—responsive, professional, compassionate, reliable—and you instrument it relentlessly. When something goes wrong publicly, you are the person who makes sure it gets handled with speed and care.
What they're looking for
- 5+ years of experience leading customer support, contact center, or operations center functions at scale—at least some of which has been delivered through BPO or outsourced partners. You've run something that operated 24/7 across multiple sites
- Hands-on experience building the operating system of a service organization—training programs, QA frameworks, SOPs, quality scorecards—not just inheriting them. You've taken a function from "it works because we hustle" to "it works because the system works."
- Metrics-driven operating style: you set KPIs, track them rigorously, and self-motivate to do whatever it takes to hit them. You don't need to be chased for numbers, you bring them
- Extreme attention to detail: you notice when standards are slipping, you build processes to prevent recurrence, and you create a culture where quality is taken seriously by people who don't work for you directly
- Strong cross-functional leadership: comfortable working with Engineering on tooling and incidents, with City Ops on local execution, and with platform partners like Uber, DoorDash, Wolt, and Deliveroo on shared service standards
- Willingness to be on call when the operation requires it, robot delivery doesn't stop at 5 PM, and neither do the people who keep it running
More about this role
At Coco, we're reimagining last-mile delivery with a fleet of autonomous robots built for the real world. Our mission is to make delivery more accessible, reliable, and sustainable—one city at a time. We're already operating in Los Angeles, Chicago, Miami, Jersey City, San Jose and Helsinki, and we've completed hundreds of thousands of orders for thousands of merchants. But we're just getting started.
As Head of Service Operations, you will own two of the operations functions most central to Coco's day-to-day: Customer Support and Pilot Operations . Together, these teams are the human layer behind every Coco delivery—the agent who picks up when an eater calls in, the support rep who jumps in when a merchant needs help mid-shift, and the teleoperators who watch over every drive from pickup to dropoff. Both functions run 24/7/365 at global scale, and both have an outsized impact on how Coco shows up in the world. Support is the public face of Coco; Pilots are the backbone of safe robot operation. Neither has any room for off days.
This role is built for an operator who has scaled multi-site contact centers and operations centers through BPO partners, who knows how to set standards...
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