Customer Experience Assistant Manager

About the role

CookUnity is seeking an Assistant Manager to lead its Customer Experience team, ensuring high‑quality service and meeting key performance indicators such as SLAs, CSAT, eNPS, retention and churn reduction. The role involves supervising supervisors, managing workforce planning, and handling seasonal demand spikes.

Key responsibilities

• Oversee a team of 4‑6 supervisors, conduct performance evaluations and coach them to improve productivity.
• Manage payroll, PTO and sick requests, and foster a positive culture that boosts eNPS.
• Forecast staffing needs using historical data, create schedules, and adjust workforce allocation to meet SLAs and CSAT targets.
• Monitor real‑time performance across email, chat and phone channels, produce daily productivity reports and intervene with PIPs when needed.
• Collaborate with the retention team to develop strategies that reduce churn and improve customer retention.

Required profile

• 5+ years of experience in customer support management with a proven record of meeting KPIs such as SLAs, CSAT and retention.
• Strong English communication skills, both oral and written.
• Experience leading teams, handling workforce planning and implementing Performance Improvement Plans.
• Data‑driven mindset with ability to analyze trends and translate insights into action.

Required skills

• Proficiency in spreadsheet tools (Excel or Google Sheets).
• Experience with data visualization and analysis using Tableau.
• Forecasting, scheduling and real‑time workforce management.

What we offer

• Salary paid in USD.
• Remote‑first hybrid work model.
• 15 days of vacation from day one.
• Monthly healthcare stipend.
• 5‑year sabbatical (4‑week paid).
• Paid family and compassionate leave.
• Access to AI tools, learning perks and a personalized English coach.