Customer Experience Supervisor
Core
Lead a customer support team to manage inbound requests, solve customer issues, and ensure an impeccable experience for CookUnity's subscribers.
Role type
Senior IC Customer Experience Supervisor
Builds
Customer support operations for a meal delivery marketplace connecting chefs with homes
Domain
Food delivery / E-commerce
Deliverable
client delivery
Required skills
Team leadership, inbound customer issue resolution (email/phone/chat), workflow management, performance monitoring, data analysis, hiring and training, shift scheduling, product expertise
Preferred skills
Knowledge of nutritional information, fine dining
Technologies
Canditech, Google Meet, Zoom
Responsibilities
Manage daily and weekly workflow, pace, and efficiency of the team; Handle critical cases and exceptions; Identify and analyze problems within inbound conversations and team KPIs; Act as a liaison between market-level ops and the CX team; Help hire, train, and manage Customer Support Agents; Run weekly standup meetings and provide updates on KPIs
Seniority
Senior, hands-on IC
