Customer Experience Lead

Summary

Join CookUnity as a Customer Experience Lead and support the CX-Management team in daily operations, training, and initiatives to enhance customer satisfaction. This hands-on leadership role involves managing customer cases, identifying improvement opportunities, and developing impactful training programs. The ideal candidate is customer-focused and solutions-driven, balancing day-to-day tasks with strategic thinking. Flexibility is required, as schedules may include evenings, weekends, or holidays. The position offers a hybrid model, primarily remote with occasional office attendance. The role requires 2+ years of experience in customer service or a related field, preferably with leadership experience. CookUnity offers a comprehensive benefits package including paid time off, healthcare stipends, paid family leave, and more.

Requirements

• 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 with KPIs, analytics, and operational efficiency metrics to drive improvements
• 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
• Working schedules/shifts: Sunday to Thursday (10 PM to 7 PM EST)
• Sunday to Thursday (12 PM to 9 PM EST)
• Tuesday to Saturday (9 AM to 6 PM EST)
• Tuesday to Saturday (12 AM to 9 PM EST)
• Availability to work on Argentinian 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

Responsibilities

• Support the CX-Management team in daily operations, training, and initiatives aimed at enhancing customer satisfaction
• Dive into customer cases, proactively identify opportunities for improvement, and develop impactful training programs to empower the team
• Balance day-to-day case management with strategic thinking to improve processes and elevate the overall customer experience

Benefits

• Get paid in USD, Crypto, Euro, ARS. Whatever your choice! 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 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