In ~1 minute you get: who interviews you, the likely questions answered from your CV, and your CV tailored to this job. Free, no card.

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 co

Customer Experience Assistant Manager

Don't apply unprepared