Customer Experience Specialist

CookUnity is a chef-to-you marketplace connecting talented chefs with consumers, revolutionizing meal delivery. We bring small-batch, restaurant-quality meals to eaters nationwide, crafted by a diverse collective of all-star chefs. With over 100 inspired chefs from cities like NYC, LA, Austin, and more, our weekly subscription offers a wide range of hand-crafted meals to cater to various palates and dietary preferences.

By delivering over 1 million meals per month, we're also empowering working chefs, tripling their income, and supporting their growth. CookUnity believes in fueling stronger communities, partnering with Food Bank For New York City to combat food insecurity across all five boroughs.

About the Role

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

The Role

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 on and 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 in a timely manner
• 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, 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:

• AM Working Shift: 9:00 am to 6:00 pm (EST time)
• Working Schedule: Monday, Tuesday, Thursday, Friday, Saturday (Days Off: Wednesday & Sunday) OR Monday, Tuesday, Wednesday, Friday, Sunday (Days Off: Thursday & Saturday).
  
  
• PM Working Shift: 12:00 pm to 9:00 pm (EST time)
• Working Schedule: Monday, Tuesday, Thursday, Friday, Saturday (Days Off: Wednesday & Sunday) OR Monday, Tuesday, Wednesday, Friday, Sunday (Days Off: Thursday & Saturday).
  
  
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)
• Hybrid Model - you will be required to attend to our office on demand, but keep in mind that the position is mainly remote.

Benefits:

💸 Get paid in USD. We use Deel to make things easier for you!

⛱ Enjoy 15 days of vacation each year from start date.

🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider

🐣 Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.

🕯 Compassionate Leave: 3-5 days each time the need arises.

🧑‍🏫 Personalized English coach

Interview process:

• Application review - Please, submit your English version resume
• Short video presenting yourself - we want to know you! (3 min)
• Take home test (90 min)
• Assessment (30 min)
• Reference Check
• Face to Face 
• Offer

Monthly salary range: $1016 USD

Tentative starting date: February 03rd, 2025.

If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!

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.