Customer Experience Operations 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.

The Role

As a Customer Experience Operations Specialist, you will play a crucial role in ensuring the seamless operation of our facilities and internal operational areas, such as Logistics, Fulfillment, chef success and supply chain, within our customer experience processes.

• Handle day-to-day customer and vendor interactions and operational tasks.
• Handle credits, refunds, appeasements, and bulk actions for damage control.
• Manage replacements and order escalations.
• Coordinate with carriers and drivers, troubleshoot delivery exceptions, and manage shipping integration.

In this role, you will utilize your service and hospitality skills to execute daily operations while employing strategic thinking to identify issues and propose comprehensive solutions. Reporting directly to the Senior CX Operations Manager, you will be integral to our mission of providing operational excellence and exceptional customer satisfaction.

Note: You will be assigned a schedule that includes evenings, weekends, and holidays.

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Responsibilities

• Issue Resolution: Address and resolve operational issues promptly to minimize disruptions.
• Collaboration: Work with the CX team and other departments to ensure smooth order fulfillment and delivery.
• Data Management: Utilize sheets and other tools to manage customer communications and provide insights.
• Order Management: Handle order adjustments and manage inventory discrepancies.
• Live Support: Provide real-time support for delivery issues, ensuring customer satisfaction.

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Qualifications

• Minimum of 2 years of experience in a CX team, with at least 1 year focused on operations or marketplaces.
• Exceptional attention to detail and outstanding organizational skills.
• Enjoy working in a team and thrive in a fast-paced startup environment.
• You have a streamlining mindset: automate, reduce and simplify.
• Desired experience with spreadsheets / excel and powerpoint / google slides
• At your core, a doer who excels at getting things done collaboratively across teams.
• You’re a data-driven, analytical problem solver, capable of tackling urgent challenges with innovative solutions and efficient communication.
• Excellent organization, time management and prioritization skills; proven ability to balance multiple critical tasks and consistently delivering against hard deadlines.
• Strong interest in logistics, marketplaces, customer experience.
• Fluent in both English and Spanish.

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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

 

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Specific Requirements

Working schedules: 

• Working Schedule: Sunday to Thursday OR Tuesday to Saturday
• Working Shift: PM shift, 2 pm to 11 pm (EST time)
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)
• Hybrid Model - You will be required to attend our office on demand, but keep in mind that the position is mainly remote.

Interview process:

• Application review - Please, submit your English version of your resume
• 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.