Customer Experience Supervisor

About the role

CookUnity is seeking a Customer Experience Supervisor to lead its growing support team. The role focuses on prioritizing inbound requests, solving issues, and delivering an outstanding experience at every customer touchpoint.

Key responsibilities

• Manage daily and weekly workflow, pace, and efficiency of the support team.
• Check‑in regularly with teammates, monitor performance and provide coaching.
• Prioritize and organize team tasks at shift start and handle critical cases.
• Identify and analyze problems in inbound conversations and team KPIs, using data to drive solutions.
• Act as liaison between market‑level operations and the CX team to ensure timely service updates.
• Help hire, train, and schedule Customer Support Agents.
• Run weekly stand‑up meetings and present KPI updates.
• Develop deep expertise in CookUnity’s product and value proposition.

Required profile

• Minimum 2 years experience resolving inbound customer issues via email, phone or chat.
• Proven experience leading a customer support team and managing live queues.
• Excellent oral and written English communication skills.
• Customer‑centric mindset with strong organizational abilities under pressure.
• Data‑driven approach and a positive, supportive attitude.

What we offer

• Salary paid in USD.
• Remote‑first work model with occasional office attendance (hybrid).
• 15 days paid vacation from day one.
• Monthly healthcare stipend.
• 5‑year sabbatical (4‑week paid after five years).
• Paid family and compassionate leave.
• Access to AI tools, personalized English coach, and a flexible benefits platform.