Customer Experience Assistant Manager

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 continuous improvement in customer service.
• Maintain and uphold the highest standards of customer service, with a target CSAT score of 85% or higher.
• Collaborate with the retention team to develop and implement strategies aimed at reducing churn and improving customer retention rates.
• Assist in managing seasonal spikes in customer support due to new product offerings, holiday surges, and other business milestones by ensuring adequate staffing and efficient processes.
• Work closely with internal CX leadership to implement structures, processes, and training programs that empower the team to deliver on our brand promise to customers.
• Participate in strategy meetings, providing insights and recommendations to improve CX operations and achieve business goals.

Minimum Requirements:

• You have an outstanding level of English (oral and written) and effective communication skills.
• You have at least 5+ years of experience in customer support management, with a proven track record of meeting and exceeding KPIs such as SLAs, CSAT, and retention.
• You have experience managing a team, including workforce management, and developing talent to drive performance.
• You are experienced in implementing and managing Performance Improvement Plans (PIPs) to improve team and individual performance.
• You have strong data analysis skills, including proficiency in spreadsheets (Excel or Google Sheets) and experience analyzing data using Tableau to drive insights and decisions.
• You are customer-centric with a passion for delivering exceptional service and improving customer satisfaction.

Preferred Requirements:

• You have strong analytical skills and are experienced in forecasting, scheduling, and real-time workforce management.
• You have a positive attitude, great people skills, and are willing to go the extra mile for a team member.
• You are very organized, even under pressure, and can manage multiple priorities effectively.
• You have experience with tracking and reporting metrics and can translate data into actionable insights.
• Your North Stars are Quality and Empathy.
• If you have knowledge of nutritional information and fine dining, we would love to speak with you!

Specific Requirements:

• Working schedule/shift: Monday to Friday (2 PM to 10 PM EST). This role requires availability to supervise one weekend per month.
• 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.

Tentative starting date: October 12, 2026

Benefits

💸 Get paid in USD

🗺 Work remotely: design the life that you want

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

🩺 Healthcare Benefit: Monthly stipend to use in 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

🧘🏽‍♀️ 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

🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

🧑‍🏫 Personalized English coach