B2B - Customer Support Assistant Manager at Cookunity

Cookunity

Buenos Aires, Buenos Aires, Argentina·5d ago

ManagerFull-time

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Support Assistant Manager — B2B to join CookUnity and build and scale the B2B customer support operating model. This role will establish the foundations required to support B2B Corporate clients at scale and prepare the organization for the integration of B2B Corporate CX into Core (B2C) CX.

Key Responsibilities

→Design, document, and continuously improve end-to-end CX processes for B2B Corporate and Healthcare support
→Partner with Product and Tech teams to enable and operate live support across B2B platforms
→Define and maintain service standards, including SLAs, SOPs, escalation paths, and quality guidelines
→Build and maintain CX documentation and playbooks, including ICP-specific workflows and Healthcare support protocols
→Design the CX workforce model, support hiring and onboarding, and ensure appropriate coverage across channels
→Monitor CX performance using CSAT, response times, resolution times, and volume trends
→Strengthen Healthcare CX foundations, including process standardization and customer satisfaction measurement
→Act as the CX escalation owner during incidents or high-volume periods and provide hands-on support when required
→Collaborate cross-functionally with Operations, Product, Tech, Sales, and Core CX teams to address root causes and improve customer experience