Customer Experience Supervisor

About the role

CookUnity is seeking a Customer Experience Supervisor to lead its growing support team. You will be responsible for ensuring every customer interaction is handled efficiently and exceeds expectations, from the moment a request comes in to the final resolution.

Key responsibilities

• Manage daily and weekly workflow, pacing, and efficiency of the CX team.
• Prioritize and organize tasks at shift start, handling critical cases and exceptions.
• Identify, analyze, and resolve problems in inbound conversations, team KPIs, and operational issues using data.
• Act as liaison between market‑level operations and the CX team to provide timely service updates.
• Hire, train, and schedule Customer Support Agents, running weekly stand‑up meetings and KPI reviews.
• Develop deep expertise in CookUnity’s product, differentiators, and customer value.
• Support miscellaneous projects aligned with CX OKRs.

Required profile

• Minimum 2 + years experience resolving inbound customer issues via email, phone, or chat.
• Proven experience leading a customer support team, managing reports, and organizing live queues.
• Excellent written and spoken English with strong communication skills.
• Customer‑centric mindset with a passion for helping people.
• Highly organized, able to stay effective under pressure.

Required skills