Customer Experience Supervisor

Summary

Join CookUnity's Customer Experience team as a Supervisor! Lead and mentor a customer support team, ensuring exceptional client experiences. Prioritize and organize inbound requests, resolve issues, and provide outstanding service in every interaction. Analyze data to identify and solve problems, acting as a liaison between operations and the CX team. This role involves hiring, training, and managing agents, conducting team meetings, and developing product expertise. The position offers a hybrid remote model with specific shift requirements and a comprehensive benefits package.

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 schedules/shifts: Sunday to Thursday (12 PM to 9 PM EST) | Tuesday to Saturday (02 PM to 11 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

• 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, 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