CX Risk Coordinator

CookUnity; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Healthcare stipend

15 days vacation

Sabbatical after 5 years

Job summary

CookUnity is hiring a CX Risk Coordinator to act as the analytical engine behind our CX risk initiatives. You will connect customer escalations to operational decisions, track trends, identify pain points, and drive structured projects to measurable outcomes.

You will own end-to-end processes from incident analysis to project delivery, collaborating with CX Ops, Operations, Markets, Kitchens, and Product while communicating progress to leadership.

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

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 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

Skills

CX experience

Operations experience

Data analysis

Tools

Zendesk

Google BigQuery

Apps Script

Python

n8n

SQL

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_