CX Risk Coordinator

About the role:

The CX Risk Coordinator is the analytical and execution engine of the CX Risk team. You will connect customer escalations to operational decisions: tracking trends, finding the pain points behind them, and leading the projects that fix them. This is not a support role. You will be expected to tell the story behind the data, turn problems into structured projects, and drive them through to a measurable result.

Responsibilities:

Incident Analysis & Response

Classify and document incidents across the T1–T5 severity framework, ensuring accurate categorization and post-incident records

Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface findings proactively

Contribute to incident post-mortems with structured root cause analysis

Process Improvement & Pain Point Discovery

Map CX and operational workflows end to end and identify where they break, slow down, or generate credits and refunds

Find pain points by combining escalation data, VOC feedback, and direct input from CX specialists, CX Ops, and market teams

Size each pain point (volume, credit exposure, agent effort) so the team can prioritize what matters most

Design and test solutions: process changes, documentation, templates, automations, or tooling requests

Measure the before and after of every improvement and report whether it actually worked

Project Management

Own CX Risk projects from scoping to delivery: define the problem, goal, success metric, owner, and deadline

Keep projects visible and current in the team tracker, with clear status, next actions, and blockers

Coordinate with stakeholders across CX Ops, Operations, Markets, Kitchens, and Product to unblock dependencies

Escalate blockers early and follow up until they are resolved

Communicate progress and outcomes in short, structured updates to the CX Risk Supervisor and leadership

Reporting & Intelligence

Own the weekly escalation summary: top drivers by market, WoW trend, and at least one recommendation per cycle

Maintain and evolve the Credits & Refunds dashboards, ensuring data accuracy and relevance

Contribute to the monthly C&R Digest and VOC 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 a clear recommendation

Flag recurring root causes to the relevant team with supporting data and a suggested action

Support CX Ops by auditing logistics channels during the afternoon window; surface issues, do not resolve them unilaterally

Qualifications:

2+ years of experience in a CX, Operations, or analytical role, ideally in a high-volume, logistics-adjacent environment

Proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and measurable outcomes

A process-improvement mindset: you notice friction, ask why it happens, and push for a fix rather than a workaround

Comfortable working with data: building spreadsheets, interpreting dashboards, and spotting anomalies without being prompted

Strong written English: you can turn a table of numbers into a short summary a non-technical reader can act on

Experience with Zendesk or a comparable CRM / ticketing platform

Available to work EST hours, including evening coverage

Preferred Requirements:

SQL knowledge for querying and analyzing data independently

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

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