CX Operations 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:

At CookUnity, we are committed to delivering an exceptional customer experience. We're in search of a dedicated and talented Customer Operations Specialist to help us build and elevate the way we provide service to our customers and internal teams. If you are someone with a background in Customer Service, interested in Marketplace or Logistics, and a passion for optimizing processes and delivering outstanding customer satisfaction, we want to hear from you!

As a Customer Experience Operations Supervisor, you will leverage your service and hospitality expertise to oversee daily operations while employing strategic thinking to identify challenges and propose comprehensive solutions. You will be supporting in leading the Customer Operations squad, ensuring efficient processes and exceptional customer satisfaction across all facilities. Reporting directly to the Senior CX Operations Manager, you will play a critical role in driving operational excellence and enhancing the overall customer experience. Your leadership will be essential in fostering a collaborative environment, implementing process improvements, and maintaining high standards of service delivery.

• Handle day-to-day customer and vendor interactions and operational tasks.
• Handle post-mortem of incidents for analysis and user retention strategy
• Handle credits, refunds, appeasements, and bulk actions for damage control.
• Manage replacements and order escalations at scale.
• Coordinate with carriers and drivers, troubleshoot delivery exceptions, and manage shipping integration.
• Support and guide the squad for improvement and daily strategy.

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

Responsibilities:

• Manage Daily Operations: Oversee specialists and coordinators, ensuring efficient workflow and smooth shift transitions.
• Issue Resolution: Oversee the resolution of complex operational issues, providing guidance and support to the team.
• Collaboration: Work closely with senior management and other departments to ensure seamless operations across all facilities.
• Process Improvement: Identify opportunities for process optimization and automation, driving initiatives to enhance efficiency.
• Performance Monitoring: Track, analyze, and report performance metrics to ensure continuous improvement and operational excellence with each member of the team.
• Team Development: Mentor and develop team members, fostering a culture of learning and growth.
• Live Support: Provide real-time support for delivery issues, ensuring customer satisfaction.
• Team Development: Assist in hiring, training, and managing specialists, and organizing their schedules.
• Leadership and Strategy: Set strategic goals with the Sr Manager and ensure alignment with the company's objectives.
• Expertise Development: Gain deep knowledge of operations and product value propositions.

Qualifications:

• Minimum of 3 years of experience in a Customer Experience 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.
• Capacity to tackle urgent challenges with innovative solutions and efficient communication.
• Proficiency in data analysis and performance tracking.
• Excellent organization, time management, and prioritization skills; proven ability to balance multiple critical tasks and consistently deliver against hard deadlines.
• Strong interest in logistics, marketplaces, and customer experience.
• Experience in process improvement and automation.
• Fluent in both English and Spanish.

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!

🗺 Work remotely: design the life that you want.

⛱ 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

If you are required to report to work on any of the selected National Holidays (ARG) you’ll be paid double your normal daily rate.

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.