Customer Experience Supervisor
About CookUnity:
Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.
Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.
If that mission has you hungry in more ways than one, you’ve found the right job posting.
The Role
We are looking for a Customer Experience Supervisor with experience leading a customer support team, who is willing to improve our client's experience and leave a mark on their lives. The Customer Experience Supervisor is responsible for prioritizing and organizing all inbound requests from our customers, solving their issues, and providing an outstanding experience in every interaction. Our goal is to provide our customers with an impeccable experience, exceeding all expectations, not only with every shipment but every time people are in touch with us.
Our operations and subscribers are growing month to month. We're launching our second kitchen in Los Angeles so new challenges are yet to come. Not one day is alike in the Customer Experience Team. Being always on and having a customer-obsessed attitude are critical to achieving the best results in this role.
This role will report to the CX Manager.
Responsibilities
- Manage daily & weekly workflow, pace, and efficiency of the team.
- Regularly check in with assigned teammates and monitor and evaluate performance.
- Prioritize and organize the team tasks when the shift starts.
- Handle critical cases and exceptions delivered by the CX Agents for proper follow-up, providing an outstanding experience in every interaction.
- Identify and analyze problems within inbound conversations, team KPIs, & Ops issues and use data to find solutions.
- Act as a liaison between market-level ops and the CX team to ensure customers are given timely service updates.
- Help hire, train, and manage Customer Support Agents, organizing their scheduled work shifts.
- Run weekly standup meetings and provide updates on KPIs and study cases.
- Develop deep expertise in our product, key differentiators, and the value it provides to our customers.
- Help with miscellaneous projects and initiatives as they relate to CX OKRs.
Qualifications
- You have at least 2+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
- You have experience leading a customer support team, managing reports, and organizing live queues.
- You have an outstanding level of English (oral and written) and effective communication skills.
- You are customer-centric and love helping people.
- You are very organized, even under pressure.
- You have a data-driven mindset.
- You have a positive attitude, great people skills, supportive and you are willing to go the extra mile for a team member.
- Your North Stars are Quality and Empathy.
- If you have knowledge of nutritional information and fine dining, we would love to speak with you!
Specific Requirements:
- Multiple schedules available
Availability to work on Argentinian Public Holidays (you will be paid accordingly for those days)
- Hybrid Model: You will be required to attend our office on demand, but keep in mind that the position is mainly remote.
Interview process:
- Application review - Please upload your resume in English
- Preliminary Assessment on Canditech.
- Take-home Test on Canditech.
- Panel Interview
- Hiring Manager Interview
- Reference Check
- Offer
Important Timelines Please note the following deadlines:
- The entire interview process must be completed by Oct 1st.
Target start date: Oct 12th
Benefits:
Get paid in USD
Work remotely: design the life that you want
Enjoy 15 days of vacation each year from the start date
Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider
5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
Paid Family leave
Compassionate Leave: 3-5 days each time the need arises
Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform
AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.
Personalized English coach
If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you. Thank you for your time!
CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.
A quick note for all candidates
We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously - sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us:
- Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com
- Our recruiters are real people - and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page.
- We only communicate through official CookUnity channels. That means emails ending in
@cookunity.comand interviews held through official company platforms (Google Meet or Zoom) - never WhatsApp, Telegram, or SMS. - We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away.
If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity - and we care about keeping your experience (and safety) as genuine as possible.