Job description
About CookUnity
Food has lost its soul to modern convenience. And with 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 35 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.
We are looking for a Customer Experience Lead to help our CX Supervisors with day-to-day operational responsibilities and to act as a leader to agents throughout the process.
The role:
We’re seeking a Customer Experience (CX) Lead to support the CX-Management team in daily operations, training, and initiatives aimed at enhancing customer satisfaction. This role requires a hands-on leader who is eager to dive into customer cases, proactively identify opportunities for improvement, and develop impactful training programs to empower the team.
The ideal candidate is both customer-focused and solutions-driven, balancing day-to-day case management with strategic thinking to improve processes and elevate the overall customer experience.
Schedule Note: This role requires flexibility, as schedules may include evenings, weekends, or holidays. Shifts will be adjusted periodically to align with business needs.
Requirements:
- 2+ years of experience in a customer service, customer experience, or operations role, preferably in a leadership or support capacity.
- Proven ability to handle escalations and provide high-quality customer support via phone, chat, and email.
- Experience in training, mentoring, or coaching teams to improve performance and customer satisfaction.
- Familiarity with KPIs, analytics, and operational efficiency metrics to drive improvements.
Skills & Competencies:
- Excellent English communication skills (verbal and written) with the ability to convey complex information clearly and professionally.
- Strong problem-solving and critical-thinking skills, with a proactive approach to identifying and resolving issues.
- Ability to multitask and prioritize in a fast-paced, customer-focused environment.
- Strong collaboration skills, with the ability to work cross-functionally between teams such as Operations, Training, and Management.
- A customer-first mindset, with a passion for delivering exceptional experiences and driving continuous improvement.
Specific Requirements:
- Working schedules/shifts:
- Sunday to Thursday (10 PM to 7 PM EST)
- Sunday to Thursday (12 PM to 9 PM EST)
- Tuesday to Saturday (9 AM to 6 PM EST)
- Tuesday to Saturday (12 AM to 9 PM EST)
- Availability to work on Argentinian Public Holidays (you’ll be paid double your normal daily rate)
- Hybrid Model: You will be required to attend our office on demand, but keep in mind that the position is mainly remote.
Interview process:
- Application review - Please upload your resume in English
- Recruiter Interview
- Take-home Test
- Hiring Manager Interview
- Panel Interview
- Reference Check
- Offer
Tentative starting date: June 23rd, 2025
Benefits
💸 Get paid in USD, Crypto, Euro, ARS. 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 the start date
🎄 16 fully paid Argentinian holidays
🩺 Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider
🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
🐣 Paid Family leave
🕯 Compassionate Leave: 3-5 days each time the need arises
🧘🏽♀️ Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more, through our comprehensive benefit platform
🧑🏫 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.
