Customer Experience Lead

Job Description

CookUnity is seeking a Customer Experience 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.Role involves:

• Supporting CX Supervisors with day-to-day operational responsibilities.
• Leading agents throughout the process.
• Handling escalations and providing high-quality customer support via phone, chat, and email.
• Developing and implementing training programs.
• Identifying opportunities for improvement in customer experience.

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.
• Excellent English communication skills (verbal and written).
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Strong collaboration skills.
• A customer-first mindset.

CookUnity offers:

• Payment in USD, Crypto, Euro, or ARS.
• Remote work opportunities.
• 15 days of vacation each year.
• 16 fully paid Argentinian holidays.
• Healthcare Benefit: Monthly stipend.
• 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.
• Personalized English coach.