Cx Operations Supervisor

Summary

Join CookUnity as a Customer Experience Operations Supervisor and oversee daily operations, employing strategic thinking to solve challenges and enhance customer satisfaction. You will lead the Customer Operations squad, ensuring efficient processes and exceptional service across all facilities. Reporting to the Senior CX Operations Manager, you will drive operational excellence and foster a collaborative environment. Responsibilities include managing daily operations, resolving complex issues, collaborating with other departments, improving processes, monitoring performance, developing team members, and providing live support. The role requires at least 3 years of customer experience, with 1 year focused on operations or marketplaces, along with strong organizational and analytical skills. CookUnity offers remote work, paid time off, healthcare stipends, family leave, compassionate leave, and a personalized English coach.

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
• Working schedules: Sunday to Thursday | Tuesday to Saturday. Shifts: 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 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