Customer Experience Assistant Manager

About CookUnity: Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul. Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world. If that mission has you hungry in more ways than one, you’ve found the right job posting. About the Team: We are looking for an Assistant Manager to oversee our Customer Experience team and support the development of our supervisors and their teams. The ideal candidate will have a strong background in customer support management, workforce planning, and operational efficiency, with a keen focus on meeting key performance indicators (KPIs) such as SLAs, CSAT, eNPS, Retention, and Churn. The role: As the Assistant Manager, you will play a crucial role in ensuring our Customer Experience team meets its objectives and maintains the highest standards of service. You will oversee a team of 4-6 supervisors, manage daily operations, support workforce management, and ensure the team is equipped to handle seasonal spikes in demand. Your leadership will be instrumental in achieving our key KPIs. Note: You will be assigned a schedule that may include evenings, weekends, or holidays. These schedules will be adjusted periodically to meet the needs of our business. Responsibilities: Team Management: • Oversee a team of 4-6 supervisors, ensuring they effectively manage their teams’ development, productivity, and projects. • Conduct regular performance evaluations and provide coaching to supervisors to enhance team effectiveness and individual growth. • Manage payroll, PTO, and sick requests to ensure seamless CX operations and maintain optimal team capacity. • Foster a positive team culture and improve eNPS by implementing initiatives that enhance employee satisfaction and engagement. Workforce Management: • Analyze historical data and current trends to accurately forecast staffing needs and ensure sufficient capacity to meet inbound demand, including during seasonal spikes. • Develop and maintain workforce management tools and schedules that align with business needs and KPIs, such as SLAs and CSAT. • Monitor real-time performance and adjust workforce allocation to ensure service levels are consistently met across all channels. • Implement processes for continuous performance monitoring, and intervene with PIPs when performance does not meet expectations. • Coordinate with People Team and Talent teams to ensure timely hiring and onboarding of additional staff as needed. Customer Service Operations: • Support the management of daily CX operations, ensuring that SLAs across all channels (email, chat, phone) are consistently met. • Provide daily productivity and inbound reports, identifying potential issues and implementing corrective actions to maintain performance targets. • Track contact reasons, analyze data to identify trends, and report findings to CX management to drive continuous improvement in customer service. • Maintain and uphold the highest standards of customer service, with a target CSAT score of 85% or higher. • Collaborate with the retention team to develop and implement strategies aimed at reducing churn and improving customer retention rates. • Assist in managing seasonal spikes in customer support due to new product offerings, holiday surges, and other business milestones by ensuring adequate staffing and efficient processes. • Work closely with internal CX leadership to implement structures, processes, and training programs that empower the team to deliver on our brand promise to customers. • Participate in strategy meetings, providing insights and recommendations to improve CX operations and achieve business goals. Minimum Requirements: • You have an outstanding level of English (oral and written) and effective communication skills. • You have at least 5+ years of experience in customer support management, with a proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention. • You have experience managing a team, including workforce management, and developing talent to drive performance. • You are experienced in implementing and managing Performance Improvement Plans (PIPs) to improve team and individual performance. • You have strong data analysis skills, including proficiency in spreadsheets (Excel or Google Sheets) and experience analyzing data using Tableau to drive insights and decisions. • You are customer-centric with a passion for delivering exceptional service and improving customer satisfaction. Preferred Requirements: • You have strong analytical skills and are experienced in forecasting, scheduling, and real-time workforce management. • You have a positive attitude, great people skills, and are willing to go the extra mile for a team member. • You are very organized, even under pressure, and can manage multiple priorities effectively. • You have experience with tracking and reporting metrics and can translate data into actionable insights. • Your North Stars are Quality and Empathy. • If you have knowledge of nutritional information and fine dining, we would love to speak with you! Specific Requirements: • Working schedule/shift: Monday to Friday (2 PM to 10 PM EST). This role requires availability to supervise one weekend per month. • Availability to work on Argentinian Public Holidays (you’ll be paid double your normal daily rate) • Hybrid Model: You will be required to attend our office on demand, but keep in mind that the position is mainly remote. Tentative starting date: October 12, 2026 Benefits 💸 Get paid in USD 🗺 Work remotely: design the life that you want ⛱ Enjoy 15 days of vacation each year from the start date 🩺 Healthcare Benefit: Monthly stipend to use in 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 🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster. 🧑‍🏫 Personalized English coach If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you. Thank you for your time! CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability. A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us: • Apply only through our official channels. All open roles are listed on our official careers page: careers.cookunity.com • Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official LinkedIn Company Page. • We only communicate through official CookUnity channels. That means emails ending in @cookunity.com and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS. • We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away. If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.