Customer Experience Supervisor

Summary

Join CookUnity's Customer Experience team as a Supervisor! In this role, you will lead and mentor a customer support team, ensuring exceptional service and issue resolution. You'll manage daily workflow, monitor performance, and handle critical cases. Data analysis and problem-solving skills are essential to optimize team efficiency and customer satisfaction. The position requires 2+ years of experience in customer support and team leadership. CookUnity offers a hybrid remote work model with competitive benefits, including paid time off, healthcare stipend, family leave, and more. This is a fantastic opportunity to make a significant impact on customer experience within a rapidly growing company.

Requirements

• 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
• Working schedule: Sunday to Thursday | Tuesday to Saturday
• Working Shift: 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

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

Preferred Qualifications

If you have knowledge of nutritional information and fine dining, we would love to speak with you!

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