Customer Experience Specialist

Cookunity; Lima Metropolitana; Presencial; PEN 30.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Get paid in USD

Remote work

15 days vacation per year

Healthcare stipend

5-year sabbatical

Descripción de la vacante

CookUnity in Peru is seeking a Customer Experience Specialist to elevate our subscribers' experience. You will help customers understand the product, answer questions, and resolve day-to-day issues, ensuring every interaction makes them feel heard and valued.

The role is primarily remote with occasional in-office attendance and potential evening or weekend shifts as needed. You will join a growing team focused on taking our support to the next level.

Formación

• 3+ years of experience handling inbound customer issue resolution via email, phone, and/or chat.
• Outstanding level of English (oral and written) and effective communication skills.
• Customer-centric mindset and passion for helping people.
• Highly organized, even under pressure.
• Positive attitude, good people skills, and willingness to go the extra mile for the team.
• Knowledge of nutritional information and fine dining is a plus.

Responsabilidades

• Handle all inbound requests from customers and provide an outstanding experience in every interaction.
• Address time-sensitive issues (payments, account questions, delivery issues) promptly by email or chat.
• Assist clients with subscription, product, and service questions or concerns.
• Escalate critical cases to CX Supervisor for proper follow-up.
• Process orders, forms, applications, and general subscription requests.
• Develop deep product expertise to communicate differentiators and value to customers.

Conocimientos

Inbound support

English (oral & written)

Customer-centric

Organized under pressure

Team player

Nutritional knowledge

Descripción del empleo

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.

About the Role

We are looking for a Customer Experience Specialist with experience in customer support who wants to improve our clients' experience and leave a mark on their lives.

The main role is helping customers understand the product, answering questions, clearing up doubts about our meals and service, and solving day-to-day issues, making each of them feel unique and heard. You’ll be part of an exciting, growing team designed to take our support to the next level.

Our operations and subscribers are growing month to month. Not one day is alike in the Customer Experience Team, and most of the time, you'll be handling different cases that require time-sensitive responses. Always being on and having a customer-obsessed attitude are critical to achieving the best results in this role.

Note: You will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business.

Responsibilities:

• Handle all inbound requests from our customers and solve their issues, providing an outstanding experience in every interaction
• Address time-sensitive issues, such as payments, account questions, delivery issues, or troubleshooting by email or chat promptly
• Assist clients with any and all questions and concerns regarding their subscription, product, and service overall
• Escalate critical cases and exceptions to CX Supervisor for proper follow-up.
• Process orders, forms, applications, and general subscription requests
• Develop a deep expertise in our product, key differentiators, and the value it provides to our customers

Qualifications:

• You have at least 3+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
• 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 positive attitude, great people skills,and 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 Public Holidays (you’ll 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 primarily remote.

Interview process:

• Application review - Please submit your English version resume
• Preliminary Assessment on Canditech.
• Take-home Test on Canditech.
• Hiring Manager Interview
• Reference Check
• Offer

Monthly Salary Range (for Peru-based candidates):

USD 930

Important Timelines

• 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

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.