CookUnity is hiring a
CX Operations Supervisor

Summary

Join CookUnity as a Customer Operations Specialist to help build and elevate the way we provide service to our customers and internal teams. As a dedicated and talented individual with a background in Customer Service, you will oversee daily operations while employing strategic thinking to identify challenges and propose comprehensive solutions.

Requirements

• Minimum of 3 years of experience in a Customer Experience team, with at least 1 year focused on operations or marketplaces
• Exceptional attention to detail and outstanding organizational skills
• Enjoy working in a team and thrive in a fast-paced startup environment
• You have a streamlining mindset: automate, reduce and simplify
• Desired experience with spreadsheets / excel and powerpoint / google slides
• At your core, a doer who excels at getting things done collaboratively across teams
• Capacity of tackling urgent challenges with innovative solutions and efficient communication
• Proficiency in data analysis and performance tracking
• Excellent organization, time management and prioritization skills; proven ability to balance multiple critical tasks and consistently delivering against hard deadlines
• Strong interest in logistics, marketplaces, customer experience
• Experience in process improvement and automation
• Fluent in both English and Spanish

Responsibilities

• Handle day-to-day customer and vendor interactions and operational tasks
• Handle post-mortem of incidents for analysis and user retention strategy
• Handle credits, refunds, appeasements, and bulk actions for damage control
• Manage replacements and order escalations at scale
• Coordinate with carriers and drivers, troubleshoot delivery exceptions, and manage shipping integration
• Support and guide the squad for improvement and daily strategy
• Manage Daily Operations: Oversee specialists and coordinators, ensuring efficient workflow and smooth shift transitions
• Issue Resolution: Oversee the resolution of complex operational issues, providing guidance and support to the team
• Collaboration: Work closely with senior management and other departments to ensure seamless operations across all facilities
• Process Improvement: Identify opportunities for process optimization and automation, driving initiatives to enhance efficiency
• Performance Monitoring: Track, analyze and report performance metrics to ensure continuous improvement and operational excellence with each member of the team
• Team Development: Mentor and develop team members, fostering a culture of learning and growth
• Live Support: Provide real-time support for delivery issues, ensuring customer satisfaction
• Team Development: Assist in hiring, training, and managing specialists, organizing their schedules
• Leadership and Strategy: Set strategic goals with the Sr Manager and ensuring alignment with the company's objectives
• Expertise Development: Gain deep knowledge of operations and product value propositions

Benefits

• Get paid in USD, Crypto, Euro. 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 start date
• 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