Borderless Capital
Customer Support Manager
Borderless Capital, Los Angeles, California, United States,
CookUnity is a chef-to-you marketplace connecting talented chefs with consumers, revolutionizing meal delivery. We bring small-batch, restaurant-quality meals to eaters nationwide, crafted by a diverse collective of all-star chefs. With over 100 inspired chefs from cities like NYC, LA, Austin, and more, our weekly subscription offers a wide range of hand-crafted meals to cater to various palates and dietary preferences.By delivering over 1 million meals per month, we're also empowering working chefs, tripling their income, and supporting their growth. CookUnity believes in fueling stronger communities, partnering with Food Bank For New York City to combat food insecurity across all five boroughs.About the role:
As a candidate for this position, you are a visionary leader, deeply rooted in CookUnity values, who can set a compelling direction for the team. Your strength in coaching and delegation is evident, with a distinct emphasis on providing constructive feedback and fostering personal development. Your knack for resource planning shines through, ensuring that both immediate and future priorities are mapped out effectively. Your communication abilities are top-notch, both in verbal and written form. An analytical mindset is second nature to you, enabling you to quickly spot gaps and anomalies. In our dynamic, fast-paced environment, your capacity to multitask, prioritize, and organize time efficiently is essential and will be a cornerstone of your success.Responsibilities:
SLA & Inbound Management:
Oversee and optimize CX inbound queue to consistently meet service level agreements and enhance customer experience.Team Scheduling:
Manage team scheduling, ensuring optimal coverage, especially during peak times, and efficiently handle vacation requests.Training Oversight:
Partner with Customer Experience Manager to ensure team is up-to-date with company news, policies, procedures, and performance check ins.Performance Metrics:
Own and monitor key performance metrics, emphasizing SLA indicators like response time, CSAT, top contact reasons & more.Quality Assurance:
Partner with Customer Experience Manager to drive quality initiatives, offering regular feedback and coaching to enhance team performance.Demand Forecasting and Staffing Optimization:
Accurately project customer support needs during seasonal spikes and other peak times. Develop and implement staffing strategies to ensure optimal coverage, balancing service levels with efficient resource management.Performance Management:
Take charge of tracking and evaluating team member performance, conducting comprehensive reviews, and instituting performance improvement measures as necessary to uphold and elevate service standards.Qualifications:
Bring a minimum of three years expertise in Customer Experience (CX) coupled with a background in overseeing teams in high-velocity settings.Demonstrated proficiency in overseeing multi-modal communication channels, encompassing LiveChat, phone, and email.Proven track record in leading a remote workforce of over 25 individuals, ensuring productivity and cohesion.Skilled in data interpretation, with a history of pinpointing patterns and initiating enhancements in operational processes.Strong written skills to act as first response for all CX needs – fluency in Spanish is a plus!Embody a customer-centric ethos, consistently prioritizing and enhancing the consumer journey.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 start date.Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.Compassionate Leave: 3-5 days each time the need arises.Personalized English coach.If you are required to report to work on any of the selected National Holidays (ARG) you’ll be paid double your normal daily rate.If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.
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As a candidate for this position, you are a visionary leader, deeply rooted in CookUnity values, who can set a compelling direction for the team. Your strength in coaching and delegation is evident, with a distinct emphasis on providing constructive feedback and fostering personal development. Your knack for resource planning shines through, ensuring that both immediate and future priorities are mapped out effectively. Your communication abilities are top-notch, both in verbal and written form. An analytical mindset is second nature to you, enabling you to quickly spot gaps and anomalies. In our dynamic, fast-paced environment, your capacity to multitask, prioritize, and organize time efficiently is essential and will be a cornerstone of your success.Responsibilities:
SLA & Inbound Management:
Oversee and optimize CX inbound queue to consistently meet service level agreements and enhance customer experience.Team Scheduling:
Manage team scheduling, ensuring optimal coverage, especially during peak times, and efficiently handle vacation requests.Training Oversight:
Partner with Customer Experience Manager to ensure team is up-to-date with company news, policies, procedures, and performance check ins.Performance Metrics:
Own and monitor key performance metrics, emphasizing SLA indicators like response time, CSAT, top contact reasons & more.Quality Assurance:
Partner with Customer Experience Manager to drive quality initiatives, offering regular feedback and coaching to enhance team performance.Demand Forecasting and Staffing Optimization:
Accurately project customer support needs during seasonal spikes and other peak times. Develop and implement staffing strategies to ensure optimal coverage, balancing service levels with efficient resource management.Performance Management:
Take charge of tracking and evaluating team member performance, conducting comprehensive reviews, and instituting performance improvement measures as necessary to uphold and elevate service standards.Qualifications:
Bring a minimum of three years expertise in Customer Experience (CX) coupled with a background in overseeing teams in high-velocity settings.Demonstrated proficiency in overseeing multi-modal communication channels, encompassing LiveChat, phone, and email.Proven track record in leading a remote workforce of over 25 individuals, ensuring productivity and cohesion.Skilled in data interpretation, with a history of pinpointing patterns and initiating enhancements in operational processes.Strong written skills to act as first response for all CX needs – fluency in Spanish is a plus!Embody a customer-centric ethos, consistently prioritizing and enhancing the consumer journey.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 start date.Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.Compassionate Leave: 3-5 days each time the need arises.Personalized English coach.If you are required to report to work on any of the selected National Holidays (ARG) you’ll be paid double your normal daily rate.If you’re interested in this role, please submit your application and if we think you might be a fit, we'll get in touch with you. Thank you for your time!CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.
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