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CookUnity is a marketplace platform connecting chefs with customers, delivering 50 million meals annually. The company is expanding beyond meal delivery to become a chef-focused marketplace.
The CX Risk Coordinator is the analytical and execution engine of the CX Risk team. This role bridges customer escalations and operational decisions by tracking trends, identifying pain points, and leading projects to resolution. This is not a support role—you will analyze data to tell compelling stories, structure problems into actionable projects, and drive measurable outcomes.
Key Responsibilities:
Incident Analysis & Response: Classify and document incidents using a T1–T5 severity framework. Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface findings proactively. Contribute to post-mortems with structured root cause analysis.
Process Improvement & Pain Point Discovery: Map CX and operational workflows end-to-end to identify breakdowns, slowdowns, and credit/refund drivers. Combine escalation data, voice-of-customer feedback, and input from CX specialists, CX Ops, and market teams. Size pain points by volume, credit exposure, and agent effort to prioritize impact. Design and test solutions (process changes, documentation, templates, automations, tooling). Measure before/after outcomes to validate improvements.
Project Management: Own CX Risk projects from scoping to delivery, defining problem, goal, success metric, owner, and deadline. Maintain visibility in team tracker with clear status, next actions, and blockers. Coordinate across CX Ops, Operations, Markets, Kitchens, and Product to unblock dependencies. Escalate blockers early and follow up until resolved. Communicate progress and outcomes in structured updates to the CX Risk Supervisor and leadership.
Reporting & Intelligence: Own the weekly escalation summary (top drivers by market, week-over-week trend, and recommendations). Maintain and evolve Credits & Refunds dashboards for accuracy and relevance. Contribute to monthly C&R Digest and voice-of-customer analyses shared with CX Leadership, Markets, and Kitchen Ops.
Cross-functional Collaboration: Present escalation data and project results in cross-functional meetings with context and clear recommendations. Flag recurring root causes to relevant teams with supporting data and suggested actions. Support CX Ops by auditing logistics channels during afternoon windows; surface issues rather than resolve unilaterally.
Requirements:
- 2+ years of experience in CX, Operations, or analytical roles, ideally in high-volume, logistics-adjacent environments
- Proven experience leading or coordinating projects end-to-end with deadlines, stakeholders, and measurable outcomes
- Process-improvement mindset: notice friction, understand root causes, and push for fixes rather than workarounds
- Comfortable working with data: build spreadsheets, interpret dashboards, spot anomalies independently
- Strong written English: translate data tables into actionable summaries for non-technical readers
- Experience with Zendesk or comparable CRM/ticketing platform
- Available to work EST hours, including evening coverage
Preferred Qualifications:
- SQL knowledge for independent data querying and analysis
- Experience with Google BigQuery
- Familiarity with process-improvement or project frameworks (Lean, root cause analysis, Kanban, or similar)
- Exposure to automation or scripting (Apps Script, Python, n8n, or similar)
- Familiarity with delivery or food operations: routes, 3PL dynamics, or last-mile logistics
