CX Risk Coordinator

About the role

CookUnity is looking for a CX Risk Coordinator, the analytical and execution engine of its CX Risk team. The role connects customer escalations to operational decisions: tracking trends, finding the pain points behind them and leading the projects that fix them. It is not a support role: you tell the story behind the data, turn problems into structured projects and drive them to a measurable result.

Key responsibilities

• Incident analysis: classify and document incidents across the T1-T5 severity framework, analyze escalation spikes for patterns and contribute to post-mortems with root cause analysis.
• Pain point discovery: map CX and operational workflows, size pain points by volume, credit exposure and agent effort, and design and test solutions such as process changes, documentation, templates, automations or tooling requests.
• Project management: own projects from scoping to delivery, keep them tracked with status, next actions and blockers, coordinate with CX Ops, Operations, Markets, Kitchens and Product, and escalate blockers early.
• Reporting: own the weekly escalation summary, maintain the Credits and Refunds dashboards, and contribute to the monthly C&R Digest and VOC analyses.
• Collaboration: present escalation data and project results in cross-functional meetings, flag recurring root causes, and audit logistics channels during the afternoon window.

Required profile

• 2+ years of experience in a CX, Operations or analytical role, ideally in a high-volume, logistics-adjacent environment.
• Proven experience leading or coordinating projects end to end with deadlines, stakeholders and measurable outcomes.
• A process-improvement mindset and strong written English.
• Availability to work EST hours, including evening coverage.

Required skills

• Zendesk or a comparable CRM / ticketing platform.
• Preferred: SQL, Google BigQuery, Lean, root cause analysis, Kanban, automation or scripting tools (Apps Script, Python, n8n).
• Preferred: familiarity with delivery or food operations.

What we offer

• Payment in USD and fully remote work.
• 15 days of vacation from day one, healthcare stipend, and a 5-year paid sabbatical.
• Paid family leave and compassionate leave.
• Customizable benefits, learning opportunities, wellness memberships and delivery apps.
• Enterprise access to AI assistants and a personalized English coach.