Customer Experience Lead
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Job Description
Customer Experience Lead at CookUnity supporting CX Supervisors and analyzing performance metrics. Delivering exceptional support and developing training programs for customer satisfaction.
Responsibilities:
- Support CX Supervisors and Managers with daily operational tasks, including customer queue management, internal communications, specialist support, and team training.
- Manage minor customer escalations via phone, chat, or email, delivering exceptional support while turning interactions into learning opportunities and case studies for the CX team.
- Analyze inbound conversations, team KPIs, and operational challenges, using data-driven insights to identify patterns, inefficiencies, and areas for improvement.
- Serve as a liaison between market-level operations and the CX team, ensuring customers receive timely updates and clear communication.
- Contribute to weekly meetings and assist in developing content for onboarding and training programs, enhancing team knowledge and performance.
- Support miscellaneous projects and initiatives aligned with CX OKRs, driving continuous improvement in customer experience.
Requirements:
- 6+ months of experience as a Customer Experience Specialist
- 2+ years of experience in a customer service, customer experience, or operations role, preferably in a leadership or support capacity.
- Proven ability to handle escalations and provide high-quality customer support via phone, chat, and email.
- Experience in training, mentoring, or coaching teams to improve performance and customer satisfaction.
- Familiarity with KPIs, analytics, and operational efficiency metrics to drive improvements.
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 Argentinean holidays
- 🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
- 🐣 Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid
- 🕯 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
- 🏥 CookUnity Medical Allowance
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