We are looking for a Customer Experience Lead to help our CX Supervisors with day-to-day operational responsibilities and to act as a leader to agents throughout the process.

The role:

We’re seeking a Customer Experience (CX) Lead to support the CX-Management team in daily operations, training, and initiatives aimed at enhancing customer satisfaction. This role requires a hands-on leader who is eager to dive into customer cases, proactively identify opportunities for improvement, and develop impactful training programs to empower the team.

The ideal candidate is both customer-focused and solutions-driven, balancing day-to-day case management with strategic thinking to improve processes and elevate the overall customer experience.

Schedule Note: This role requires flexibility, as schedules may include evenings, weekends, or holidays. Shifts will be adjusted periodically to align with business needs.

Requirements:

• 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.

Skills & Competencies:

• Excellent English communication skills (verbal and written) with the ability to convey complex information clearly and professionally.
• Strong problem-solving and critical-thinking skills, with a proactive approach to identifying and resolving issues.
• Ability to multitask and prioritize in a fast-paced, customer-focused environment.
• Strong collaboration skills, with the ability to work cross-functionally between teams such as Operations, Training, and Management.
• A customer-first mindset, with a passion for delivering exceptional experiences and driving continuous improvement.

Specific Requirements:

• Working schedules/shifts:
  • Sunday to Thursday (10 PM to 7 PM EST)
  • Sunday to Thursday (12 PM to 9 PM EST)
  • Tuesday to Saturday (9 AM to 6 PM EST)
  • Tuesday to Saturday (12 AM to 9 PM EST)
• 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.

Interview process:

• Application review – Please upload your resume in English
• Recruiter Interview
• Take-home Test
• Hiring Manager Interview
• Panel Interview
• Reference Check
• Offer

Tentative starting date: June 23rd, 2025

Benefits

💸 Get paid in USD, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinian holidays

🩺 Healthcare Benefit: Monthly stipend to use with 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

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