Customer Experience Supervisor
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
About CookUnity:
Food has lost its soul to modern convenience. And with it it has lost the power to nourish inspire and connect us. So in 2018 CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today CookUnity delivers 50 million meals a year from the industrys best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.
Unwilling to stop there CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.
If that mission has you hungry in more ways than one youve found the right job posting.
The Role
We are looking for a Customer Experience Supervisor with experience leading a customer support team who is willing to improve our clients 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. 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.
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:
- Availability to work on Argentinian Public Holidays (youll 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.
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 Argentinian holidays
Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider
5- year Sabbatical: After 5 years with CookUnity you get a 4-week paid sabbatical
Paid Family leave
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
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
If youre interested in this role please submit your application and if we think you might be a fit well 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.
A quick note for all candidates
Weve recently seen an increase in recruitment scams across the industry and we want to make sure you (and your data)stay safe while applying to CookUnity.We also want you to know that we take this seriously sometimes as part of our process we may ask for a briefproof of humanity to confirm that were connecting with a real person not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us:
- Apply only through our official channels. All open roles are listed on our official careers page:
- Our recruiters are real people and easy to verify. You can always find them on LinkedIn with verified profiles. If youre unsure feel free to reach out to us on our officialLinkedIn Company Page.
- We only communicate through official CookUnity channels. That means emails ending in
@and interviews held through official company platforms (Google Meet or Zoom) never WhatsApp Telegram or SMS. - Well never ask for payment or personal financial details. If anyone does please dont share any information and let us know right away.
If something ever feels off or youre unsure about a message wed much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity and we care about keeping your experience (and safety) as genuine as possible.
Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
CookUnity offers flexible and convenient subscription plans that match your needs and taste. Find out more and start eating healthy every day, today.
