Customer Experience Supervisor

CookUnity; Lima Metropolitana; Presencial; PEN 142.000 - 182.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

15 days vacation

16 Argentine holidays

Healthcare stipend

Sabbatical after 5 years

Paid family leave

Compassionate leave

Flexible benefits card

AI tooling access

English coach

Descripción de la vacante

CookUnity is seeking a Customer Experience Supervisor to lead our support team and elevate the client journey. You will manage daily workflows, monitor performance, and ensure timely, empathetic responses across email, phone, and chat.

The role reports to the CX Manager and shapes killer customer experiences that align with our mission. Ideal candidates have 2+ years of inbound support leadership, superb English communication, and a data-driven, organized approach.

Formación

• At least 2+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
• Experience leading a customer support team, managing reports, and organizing live queues.
• Outstanding level of English (oral and written) and effective communication skills.
• Customer-centric and love helping people.
• Very organized, even under pressure.
• Data-driven mindset.
• Positive attitude, great people skills, willingness to go the extra mile for a team.
• North Stars are Quality and Empathy.
• Knowledge of nutritional information and fine dining would be a plus.

Responsabilidades

• 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.

Conocimientos

Customer support leadership

English communication

Organizational skills

Data-driven mindset

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. 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’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 mainly remote.

Important Timelines
Please note the following deadlines:

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

• 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.