CX Risk Coordinator

📋 Description

• Classify and document incidents across the T1–T5 severity framework, ensuring accurate
• Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface
• Contribute to incident post-mortems with structured root cause analysis
• Map CX and operational workflows end to end and identify where they break, slow down, or generate
• Find pain points by combining escalation data, VOC feedback, and direct input from CX specialists
• Size each pain point (volume, credit exposure, agent effort) so the team can prioritize what

🎯 Requirements

• 2+ years of experience in a CX, Operations, or analytical role, ideally in a high-volume
• Proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and
• A process-improvement mindset: you notice friction, ask why it happens, and push for a fix rather
• Comfortable working with data: building spreadsheets, interpreting dashboards, and spotting
• Strong written English: you can turn a table of numbers into a short summary a non-technical reader
• Experience with Zendesk or a comparable CRM / ticketing platform

🎁 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