Customer Experience Supervisor

CookUnity; Buenos Aires; Presencial; ARS 89.511.000 - 126.807.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Get paid in USD

Work remotely

15 days vacation per year

16 Argentinean holidays

Healthcare stipend

5-year Sabbatical program

Paid family leave

Flexible benefits (prepaid card)

AI tools access (ChatGPT/Claude)

Personalized English coach

Descripción de la vacante

CookUnity is seeking a Customer Experience Supervisor to lead our CX team and elevate the experience for subscribers and customers. This role focuses on prioritizing inbound requests, resolving issues, and delivering an outstanding interaction in every touchpoint as we expand with new kitchens.

Reporting to the CX Manager, you will drive performance, hire and train agents, and use data to improve KPIs. This position offers a hybrid model with remote work and occasional in-office days.

Formación

• 2+ years of experience handling inbound customer issue resolution via email, phone, and chat.
• Experience leading a customer support team and managing reports.
• Outstanding English language skills (oral and written) and strong communication.

Responsabilidades

• Manage daily and weekly workflow, pace, and efficiency of the CX team.
• Monitor performance and provide coaching to agents.
• Prioritize tasks at shift start and manage schedules.
• Handle critical cases with timely follow-up and exceptional service.
• Analyze inbound conversations, KPIs, and Ops issues to find solutions.
• Coordinate with market-level ops to provide timely customer updates.
• Contribute to hiring, training, and managing CX agents.

Conocimientos

Inbound support

Team leadership

English proficiency

Customer-centric

Data-driven

Organized

Communication

Empathy

Descripción del empleo

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:

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.
• Application review - Please upload your resume in English
• Preliminary Assessment on Canditech.
• Take-home Test on Canditech.
• Reference Check
• Offer

Important Timelines

• The entire interview process must be completed by Oct 1st.

Benefits

• Get paid in USD
• Work remotely: design the life that you want
• Enjoy 15 days of vacation each year from the start date
• 16 fully paid Argentinean holidays
• 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
• Flexible benefits, your way: a prepaid card you can use on wellness, learning, food, and more.
• AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.
• Personalized English coach

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.