About the role
About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting.
The Role We are looking for a Customer Experience Supervisor with experience leading a customer support team, who is willing to improve our client's experience and leave a mark on their lives. The Customer Experience Supervisor is responsible for prioritizing and organizing all inbound requests from our customers, solving their issues, and providing an outstanding experience in every interaction. Our goal is to provide our customers with an impeccable experience, exceeding all expectations, not only with every shipment but every time people are in touch with us. Our operations and subscribers are growing month to month. We're launching our second kitchen in Los Angeles so new challenges are yet to come. Not one day is alike in the Customer Experience Team. Being always on and having a customer-obsessed attitude are critical to achieving the best results in this role. This role will report to the CX Manager.
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.
