Customer Experience Supervisor
CookUnity
full-time
Posted on:
Location Type: Hybrid
Location: Buenos Aires • 🇦🇷 Argentina
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage daily & weekly workflow, pace, and efficiency of the team.
- Regularly check in with assigned teammates and monitor and evaluate performance.
- Prioritize and organize the team tasks when the shift starts.
- Handle critical cases and exceptions delivered by the CX Agents for proper follow-up, providing an outstanding experience in every interaction.
- Identify and analyze problems within inbound conversations, team KPIs, & Ops issues, and use data to find solutions.
- Act as a liaison between market-level ops and the CX team to ensure customers are given timely service updates.
- Help hire, train, and manage Customer Support Agents, organizing their scheduled work shifts.
- Run weekly standup meetings and provide updates on KPIs and study cases.
- Develop deep expertise in our product, key differentiators, and the value it provides to our customers.
- Help with miscellaneous projects and initiatives as they relate to CX OKRs.
Requirements
- You have at least 2+ years of experience handling inbound customer issue resolution using email, phone, and/or chat.
- You have experience leading a customer support team, managing reports, and organizing live queues.
- You have an outstanding level of English (oral and written) and effective communication skills.
- You are customer-centric and love helping people.
- You are very organized, even under pressure.
- You have a data-driven mindset.
- You have a positive attitude, great people skills, supportive and you are willing to go the extra mile for a team member.
- Your North Stars are Quality and Empathy.
- If you have knowledge of nutritional information and fine dining, we would love to speak with you!
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 Argentinian holidays
- 🩺 Healthcare Benefit: Monthly stipend to use with your preferred healthcare provider
- 🗓️ 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
- 🧘🏽♀️ 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer issue resolutiondata analysisKPI monitoringteam managementperformance evaluationtask prioritizationproblem identificationcustomer supporttrainingproject management
Soft skills
communicationorganizationcustomer-centricempathypositive attitudepeople skillssupportivenesstime managementleadershipadaptability