Customer Experience Operations Specialist

What we're looking for

At CookUnity, we are committed to delivering an exceptional customer experience. We're in search of a dedicated and talented Customer Experience Operations Specialist to help us build and elevate our best-in-class Customer Experience Operations. If you are someone with a background in Customer Service and a passion for optimizing processes and delivering outstanding customer satisfaction, we want to hear from you!

The Role

As a Customer Operations Specialist, you will play a crucial role in ensuring the seamless operation of our facilities and internal operational areas, such as Logistics, Fulfillment, chef success and supply chain, within our customer experience processes.

• Handle day-to-day customer and vendor interactions and operational tasks.
• Handle credits, refunds, appeasements, and bulk actions for damage control.
• Manage replacements and order escalations.
• Coordinate with carriers and drivers, troubleshoot delivery exceptions, and manage shipping integration.

In this role, you will utilize your service and hospitality skills to execute daily operations while employing strategic thinking to identify issues and propose comprehensive solutions. Reporting directly to the Senior CX Operations Manager, you will be integral to our mission of providing operational excellence and exceptional customer satisfaction.

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

Responsibilities

• Issue Resolution: Address and resolve operational issues promptly to minimize disruptions.
• Collaboration: Work with the CX team and other departments to ensure smooth order fulfillment and delivery.
• Data Management: Utilize sheets and other tools to manage customer communications and provide insights.
• Order Management: Handle order adjustments and manage inventory discrepancies.
• Live Support: Provide real-time support for delivery issues, ensuring customer satisfaction.

Qualifications

• Minimum of 2 years of experience in a CX 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.
• You’re a data-driven, analytical problem solver, capable of tackling urgent challenges with innovative solutions and efficient communication.
• 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.
• Fluent in both English and Spanish.

Specific Requirements:

Working schedules:

• Sun-Thu: 1pm -10pm ARG
• Tue-Sat: 1pm-10pm ARG
• Sun-Thu: 9am - 6pm ARG
• Availability to work on Public Holidays ARG (you’ll be paid double your normal daily rate)
• Hybrid Model - you will be required to attend to our office on demand

Benefits

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

Work remotely: design the life that you want

Enjoy 15 business 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.

Interview process:

• Application review - Please, submit your English version resume
• Short video presenting yourself - we want to know you! (3 min)
• Take home test (90 min)
• Assessment (30 min)
• Reference Check
• Face to Face - Interview day in our BA office! (Early September)
• Offer

Tentative starting date: September 16th and November 4th.