Customer Experience Supervisor

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 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. We're launching our second kitchen in Los Angeles so new challenges are yet to come. 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.

Note: Our Kitchen Operations run from Friday to Wednesday. 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: 

• 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:

• Working schedules: Sunday to Thursday | Tuesday to Saturday. Shifts: PM (2 PM –11 PM EST) 
• 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
• HM Interview
• Assessment (30 min)
• Take home test (90 min)
• Reference Check
• Offer

Monthly salary range: USD$1926

Tentative starting dates: 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.