Customer Experience Lead

About the Role

We are looking for a Customer Experience Lead to help our CX Supervisors with day-to-day operational responsibilitiestraining and initiatives aimed at enhancing customer satisfaction. This role requires a hands-on leader who is eager to dive into customer cases proactively identify opportunities for improvement and develop impactful training programs to empower the team.

The ideal candidate is both customer-focused and solutions-driven balancing day-to-day case management with strategic thinking to improve processes and elevate the overall customer experience.

Schedule Note: This role requires flexibility as schedules may include evenings weekends or holidays.

Responsibilities:

• Support CX Supervisors and Managers with daily operational tasks including customer queue management internal communications specialist support and team training.
• Manage minor customer escalations via phone chat or email delivering exceptional support while turning interactions into learning opportunities and case studies for the CX team.
• Analyze inbound conversations team KPIs and operational challenges using data-driven insights to identify patterns inefficiencies and areas for improvement.
• Serve as a liaison between market-level operations and the CX team ensuring customers receive timely updates and clear communication.
• Contribute to weekly meetings and assist in developing content for onboarding and training programs enhancing team knowledge and performance.
• Support miscellaneous projects and initiatives aligned with CX OKRs driving continuous improvement in customer experience.

Skills & Competencies:

• Excellent English communication skills (verbal and written) with the ability to convey complex information clearly and professionally.
• Strong problem-solving and critical-thinking skills with a proactive approach to identifying and resolving issues.
• Ability to multitask and prioritize in a fast-paced customer-focused environment.
• Strong collaboration skills with the ability to work cross-functionally between teams such as Operations Training and Management.
• A customer-first mindset with a passion for delivering exceptional experiences and driving continuous improvement.

Qualifications:

• 6 months of experience as a Customer Experience Specialist
• 2 years of experience in a customer service customer experience or operations role preferably in a leadership or support capacity.
• Proven ability to handle escalations and provide high-quality customer support via phone chat and email.
• Experience in training mentoring or coaching teams to improve performance and customer satisfaction.
• Familiarity withKPIs analytics and operational efficiency metrics to drive improvements.

Specific Requirements:

• Multiple schedules available
• Availability to work on Public Holidays (youll be paid double your normal daily rate)

Benefits

Get paid in USD

Work remotely: design the life that you want

Enjoy 15 days of vacation each year from the start date

16 fully paid Argentinean holidays

5- year Sabbatical: After 5 years with CookUnity you get a 4-week paid sabbatical

Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver fully paid

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

Personalized English coach

CookUnity Medical Allowance

Interview process:

• Application review - Please submit your English version of your resume
• Preliminary Phone Screen via CandiTech (AI Tool)
• Take-home test vi CandiTech (AI Tool)
• Supervisor interview
• Hiring Manager Interview
• Reference Check
• Offer

Important Timelines

Please note the following deadlines:

• The entire interview process must be completed by January 26th.

• Target start date: Feb 9th