Customer Experience Lead at CookUnity

Lima, Lima, Peru -

Full Time

Start Date

Immediate

Expiry Date

19 Mar, 26

Salary

0.0

Posted On

19 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Excellent English Communication Skills, Problem-Solving Skills, Critical-Thinking Skills, Multitasking, Prioritization, Collaboration Skills, Customer-First Mindset, Training, Mentoring, Coaching, Data Analysis, Operational Efficiency, Customer Support, Escalation Management, KPI Familiarity, Customer Experience

Industry

Food and Beverage Manufacturing

Description

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. About the Role 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. 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. 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 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. A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us: Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page. We only communicate through official CookUnity channels. That means emails ending in @cookunity.com and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS. We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away. If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.

Responsibilities

The Customer Experience Lead will support CX Supervisors and Managers with daily operational tasks and manage minor customer escalations. They will analyze team KPIs and operational challenges to identify areas for improvement and contribute to training programs.