CX Risk Coordinator

CookUnity; Lima (OH); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

USD payment

Remote work

15 days vacation

Healthcare stipend

5-year sabbatical

Paid family leave

Compassionate leave

Benefits platform

AI tools access

English coach

Job summary

CookUnity is seeking a CX Risk Coordinator to translate customer escalations into operational decisions. You will analyze incidents, identify patterns, and drive cross-functional projects from scoping to measurable outcomes.

The role emphasizes storytelling with data, end-to-end project management, and collaboration across CX Ops, Operations, Markets, Kitchens, and Product. EST hours and a remote US-based model are expected.

Qualifications

• 2+ years in a CX/Operations or analytics role.
• Proven experience leading or coordinating projects end to end with deadlines and measurable outcomes.
• A process-improvement mindset: identify friction and push for fixes.
• Comfortable working with data: building spreadsheets, interpreting dashboards, spotting anomalies.
• Strong written English; can turn numbers into actionable summaries.
• Experience with Zendesk or a comparable CRM / ticketing platform.
• Available to work EST hours, including evenings.

Responsibilities

• Classify and document incidents across the T1–T5 severity framework, ensuring accurate categorization and post-incident records.
• Analyze escalation spikes to identify patterns and surface findings proactively.
• Contribute to incident post-mortems with structured root cause analysis.
• Map CX and operational workflows end to end and identify where they break or slow down.
• Find pain points by combining escalation data, VOC feedback, and input from CX specialists, CX Ops, and market teams.
• Size each pain point by volume, credit exposure, and agent effort.
• Design and test solutions: process changes, templates, automations, or tooling requests.
• Measure the before and after of every improvement and report whether it worked.
• Own CX Risk projects from scoping to delivery: define problem, goal, success metric, owner, deadline.
• Keep projects visible and current in the team tracker with status, next actions, blockers.
• Coordinate with stakeholders across CX Ops, Operations, Markets, Kitchens, and Product.
• Escalate blockers early and follow up until resolved.
• Communicate progress and outcomes in updates to CX Risk Supervisor and leadership.
• Own weekly escalation summary: top drivers by market, WoW trend, and recommendations.
• Maintain and evolve the Credits & Refunds dashboards, ensuring data accuracy and relevance.
• Contribute to the monthly C&R Digest and VOC analyses shared with CX Leadership, Markets, and Kitchen Ops.
• Present escalation data and project results in cross-functional meetings with context and recommendations.
• Flag recurring root causes to the relevant team with data and suggested actions.
• Support CX Ops by auditing logistics channels during the afternoon window.

Skills

CX analytics

Project coordination

Data interpretation

Zendesk experience

English writing

SQL knowledge

BigQuery experience

Lean / process improvement

Automation scripting

Logistics familiarity

Tools

Zendesk

Google BigQuery

Job description

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:

The CX Risk Coordinator is the analytical and execution engine of the CX Risk team. You will connect customer escalations to operational decisions: tracking trends, finding the pain points behind them, and leading the projects that fix them. This is not a support role. You will be expected to tell the story behind the data, turn problems into structured projects, and drive them through to a measurable result.

Responsibilities:

Incident Analysis & Response

• Classify and document incidents across the T1–T5 severity framework, ensuring accurate categorization and post-incident records
• Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface findings proactively
• Contribute to incident post-mortems with structured root cause analysis

Process Improvement & Pain Point Discovery

• Map CX and operational workflows end to end and identify where they break, slow down, or generate credits and refunds
• Find pain points by combining escalation data, VOC feedback, and direct input from CX specialists, CX Ops, and market teams
• Size each pain point (volume, credit exposure, agent effort) so the team can prioritize what matters most
• Design and test solutions: process changes, documentation, templates, automations, or tooling requests
• Measure the before and after of every improvement and report whether it actually worked

Project Management

• Own CX Risk projects from scoping to delivery: define the problem, goal, success metric, owner, and deadline
• Keep projects visible and current in the team tracker, with clear status, next actions, and blockers
• Coordinate with stakeholders across CX Ops, Operations, Markets, Kitchens, and Product to unblock dependencies
• Escalate blockers early and follow up until they are resolved
• Communicate progress and outcomes in short, structured updates to the CX Risk Supervisor and leadership

Reporting & Intelligence

• Own the weekly escalation summary: top drivers by market, WoW trend, and at least one recommendation per cycle
• Maintain and evolve the Credits & Refunds dashboards, ensuring data accuracy and relevance
• Contribute to the monthly C&R Digest and VOC analyses shared with CX Leadership, Markets, and Kitchen Ops

Cross-functional Collaboration

• Present escalation data and project results in cross-functional meetings, with context and a clear recommendation
• Flag recurring root causes to the relevant team with supporting data and a suggested action
• Support CX Ops by auditing logistics channels during the afternoon window; surface issues, do not resolve them unilaterally

Qualifications:

• 2+ years of experience in a CX, Operations, or analytical role, ideally in a high-volume, logistics-adjacent environment
• Proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and measurable outcomes
• A process-improvement mindset: you notice friction, ask why it happens, and push for a fix rather than a workaround
• Comfortable working with data: building spreadsheets, interpreting dashboards, and spotting anomalies without being prompted
• Strong written English: you can turn a table of numbers into a short summary a non-technical reader can act on
• Experience with Zendesk or a comparable CRM / ticketing platform
• Available to work EST hours, including evening coverage

Preferred Requirements:

• SQL knowledge for querying and analyzing data independently
• Experience with Google BigQuery
• Familiarity with process-improvement or project frameworks (Lean, root cause analysis, Kanban, or similar)
• Exposure to automation or scripting (Apps Script, Python, n8n, or similar)
• Familiarity with delivery or food operations: routes, 3PL dynamics, or last-mile logistics

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.