CookUnity is the first chef-to-you marketplace connecting the country's most talented chefs with eaters (consumers). We're changing meal delivery by bringing small-batch, restaurant-quality meals to eaters across the country. Every week, a diverse collective of all-star chefs craft their signature, ready-to-eat dishes for an elevated at-home dining experience.

CookUnity is home to more than 60 of NYC, LA, Austin, Chicago, Atlanta, Seattle and Miami’s most inspired and innovative chefs. Through a weekly subscription, eaters can select from a diverse, ever-changing menu of hundreds of hand-crafted meals. Our chefs create dishes that cater to a wide variety of palates and dietary preferences, so the best part of dining out can be enjoyed by everyone.

Delivering more than 10M meals per year and growing 3x YoY, CookUnity is also helping improve the livelihood of working chefs, tripling their income, enabling the growth of their own teams and personal brands. And believing that healthy food fuels stronger communities, CookUnity partners with Food Bank For New York City, the city's major hunger-relief organization, working to end food insecurity across all five boroughs.

What we're looking for

We are looking for a Customer Experience Manager with experience in customer support, who wants to improve our client's experience and leave a mark on their lives.

The Role

As our Customer Experience Manager, you'll lead a team of CX Specialists, Leads, and Supervisors. You'll mentor, support, and develop the team, while striving to continually improve our processes, customer journey, and business decisions. We'll look to you to help build and deliver improvement projects that deliver on our CX KPIs and internal initiatives. 

Responsibilities

Here are some of the things you’ll help us with:

  • Maintain and develop the playbook that sets the path of our thriving customer-base while continually improving and identifying areas of opportunity for our team of Specialists, Leads, and Supervisors.
  • Help refine and maintain a robust training program to ensure our teams are always up to date with service changes and additions
  • Own the key performance metrics of customer satisfaction, response rate, first contact resolution, quality and other relevant KPIs for your team
  • Own quality assurance initiatives and provide regular feedback and coaching sessions to all team members
  • Work closely with the internal CX leaders to put structure and processes in place that best deliver on our brand promise to customers
  • Handle seasonal “spikes” in customer support caused by milestones in the business, including new product offerings, holiday surges, and more
  • Work cross functionally to continually update and improve CX support
  • Develop and share best practices around customer satisfaction, customer retention, first contact resolution and de-escalation
  • Create new and maintain current/relevant CX SOP’s

Qualifications

  • 3+ years of experience in CX and people management experience within a fast-paced environment
  • Experience managing multi-channel interactions including LiveChat, phone, and email
  • Experience managing 20+ employees in a remote environment
  • Experience reporting and identifying trends and opportunities for process improvement
  • Strong written skills to act as first response for all CX needs - 
  • Ability to both think strategically and execute tactically
  • Customer-first mindset and a commitment to continuously improving the customer experience

Benefits

:dinero_con_alas: Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!

:mapamundi: Work remotely: design the life that you want

:paraguas_en_el_suelo: Enjoy 15 business days of vacation each year from start date.

:pollito_saliendo_del_cascarón: Family leave: 12 weeks for primary caregiver and 4 weeks for secondary caregiver, fully paid

:vela: Compassionate Leave: 3-5 days each time the need arises

:profesora::tono_de_piel-5: Personalized English coach

 

 

If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!

CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.

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