Customer Experience Lead

About the Role

We are looking for a Customer Experience Lead to help our CX Supervisors with day-to-day operational responsibilities, 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. 

Responsibilities: 

• Support CX Supervisors and Managers with daily operational tasks, including customer queue management, internal communications, specialist support, and team training.
• Manage minor customer escalations via phone, chat, or email, delivering exceptional support while turning interactions into learning opportunities and case studies for the CX team.
• Analyze inbound conversations, team KPIs, and operational challenges, using data-driven insights to identify patterns, inefficiencies, and areas for improvement.
• Serve as a liaison between market-level operations and the CX team, ensuring customers receive timely updates and clear communication.
• Contribute to weekly meetings and assist in developing content for onboarding and training programs, enhancing team knowledge and performance.
• Support miscellaneous projects and initiatives aligned with CX OKRs, driving continuous improvement in customer experience.

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.

Qualifications: 

• 6+ months of experience as a Customer Experience Specialist
• 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.

Specific Requirements:

• Multiple schedules available
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)

Benefits 

💸 Get paid in USD

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid

🕯 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

🏥 CookUnity Medical Allowance

Interview process:

• Application review - Please, submit your English version of your resume
• Preliminary Phone Screen via CandiTech (AI Tool)
• Take-home test vi CandiTech (AI Tool)
• Supervisor interview
• Hiring Manager Interview
• Reference Check
• Offer

⚠️ Important Timelines

Please note the following deadlines:

• The entire interview process must be completed by January 26th.

• Target start date: Feb 9th