CX Operations Supervisor

About the Role:

At CookUnity, we are committed to delivering an exceptional customer experience. We're in search of a dedicated and talented Customer Operations Specialist to help us build and elevate the way we provide service to our customers and internal teams. If you are someone with a background in Customer Service, interested in Marketplace or Logistics and a passion for optimizing processes and delivering outstanding customer satisfaction, we want to hear from you!

As a Customer Operations Supervisor, you will leverage your service and hospitality expertise to oversee daily operations while employing strategic thinking to identify challenges and propose comprehensive solutions. You will be supporting in leading the Customer Operations squad, ensuring efficient processes and exceptional customer satisfaction across all facilities. Reporting directly to the Senior CX Operations Manager, you will play a critical role in driving operational excellence and enhancing the overall customer experience. Your leadership will be essential in fostering a collaborative environment, implementing process improvements, and maintaining high standards of service delivery.

• 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.

Note: You will be assigned a schedule that includes evenings, weekends, and holidays.

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, organizing their schedules.
• Leadership and Strategy: Set strategic goals with the Sr Manager and ensuring alignment with the company's objectives.
• Expertise Development: Gain deep knowledge of operations and product value propositions.

Qualifications:

• 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.
• Desired experience with spreadsheets / excel and powerpoint / google slides
• At your core, a doer who excels at getting things done collaboratively across teams.
• Capacity of tackling 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 delivering against hard deadlines.
• Strong interest in logistics, marketplaces, customer experience.
• Experience in process improvement and automation.
• Fluent in both English and Spanish.

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.

🐣 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.