Cx Operations Supervisor

Summary

Join CookUnity, a chef-to-you marketplace, as a Customer Experience Operations Supervisor! You will oversee daily operations, resolve complex issues, and collaborate with various teams to ensure exceptional customer satisfaction. This role requires strong leadership, process improvement skills, and experience in customer experience and operations. You will mentor team members, track performance metrics, and contribute to strategic goal setting. CookUnity offers remote work, paid vacation, healthcare stipend, family leave, compassionate leave, and more. Apply today to join our growing team!

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
• At your core, a doer who excels at getting things done collaboratively across teams
• Capacity to tackle 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 deliver against hard deadlines
• Strong interest in logistics, marketplaces, and customer experience
• Experience in process improvement and automation
• Fluent in both English and Spanish

Responsibilities

• 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, and organizing their schedules
• Leadership and Strategy: Set strategic goals with the Sr Manager and ensure alignment with the company's objectives
• Expertise Development: Gain deep knowledge of operations and product value propositions
• 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

Preferred Qualifications

Desired experience with spreadsheets/excel and PowerPoint / google slides

Benefits

• Get paid in USD. 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
• 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
• If you are required to report to work on any of the selected National Holidays (ARG) you’ll be paid double your normal daily rate