Customer Experience Manager, CookUnity
B2B
$85-105k
1 day a week in office
Ready-meal delivery marketplace
Be an early applicant
Ready-meal delivery marketplace
201-500 employees
Be an early applicant
$85-105k
1 day a week in office
201-500 employees
Company mission
CookUnity is on a mission to unlock the world’s best food creators and bring their meals to the masses.
Role
Who you are
- 4+ years in customer experience, hospitality, account management, or a client-facing role
- Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS)
- Hospitality background preferred, with proven ability to delight and engage clients
- Analytical mindset and ability to extract actionable insights from feedback and data
- Strong project management and cross-functional collaboration skills
- Excellent written and verbal communication skills
- Familiarity with tools such as Google Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (Zapier, Airtable, Notion, etc.)
- Tech-savvy and excited to help scale operations through systems and process improvements
- Demonstrated empathy and a customer-first mindset
What the job involves
- As the Customer Experience Manager, B2B, you will own the full client experience journey for our corporate customers across the Cold Meal and Smart Fridge product lines
- From onboarding to satisfaction tracking to events and issue resolution, your goal is to deliver an exceptional, scalable, and human experience
- You’ll work closely with Sales, Ops, Product, and Support teams, leveraging your hospitality mindset and tech-savviness to build systems, gather insights, and elevate customer delight
- You’ll also help design and execute tastings and activations to drive adoption, retention, and brand love
- Manage and continuously improve the full B2B customer support journey (Zendesk, chat, email, feedback channels)
- Oversee issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards
- Manage customer support and its customer support agents
- Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories
- Collaborate with Sales, AM and Ops to create onboarding plans and Smart Fridge menus customized to each client’s needs and facility capabilities
- Lead the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation
- Track issue types, support themes, and friction points; compile monthly reports and recommendations
- Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement
- Proactively identify accounts showing friction and flag them to Sales or Account managers
- Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects
- Manage logistics, menu curation, and guest experience for each event
- Collect feedback and track activation metrics such as attendance, conversion rate, and NPS
- Partner with Sales or AM to follow up and turn tastings into successful activations
- Track satisfaction signals and account health, and surface upsell opportunities to Account Managers
- Partner with internal stakeholders to ensure we’re creating long-term value for key clients
Our take
CookUnity is a meal subscription service which connects consumers with some of the country's best known chefs, including Esther Choi, Chris Ratel and Andy Mendez. Consumers can select from a menu of handcrafted meals that cater to a wide variety of palates and dietary preferences. Believing that healthy food fuels stronger communities, CookUnity contributes to an ongoing partnership and donation with the Food Bank For New York City.
The New York founded business hit the headlines for its upward trajectory in 2020, where it secured 15.5 million in funding and saw an expected boost not just in demand, but in the supply of top culinary talent at a time when restaurants were struggling.
While there’s a wide world of meal plan delivery services, CookUnity has a jump on much of the competition as it’s the first service that connects such eminent chefs directly with the customer. This has allowed it to expand across much of the US, and it now prepares over 10 million meals annually for its 50,000 subscribers.
With most of the urban US now covered by its service, CookUnity is moving into the next phase of its growth, expanding the range of sellers and food products on the platform, and has plans to offer family-sized portions, brekfast options and cooking classes using its existing physical and digital infrastructure. This will enable it to grow into an all-in-one meal subscription service over the coming years.
Freddie
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2023
$47m
LATE VC
Sep 2021
$47m
SERIES B
Total funding: $119.3m
Company benefits
- 📈 We grow, you grow: Stock Options Plan granted on Day 1
- 🏖 Unlimited PTO policy and paid holidays off
- 🐣 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
- 🥙 A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly
- 🧘🏽♀️ Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle
- 👩🏾🏫 Personalized Spanish coach
Company HQ
Bedford-Stuyvesant, NY
Leadership
Mateo Marietti
(CEO)Born on a farm in Argentina, Mateo is on a mission to make great real food available for all and a more fair and sustainable food system. He has built 10+ food brands that delivered more than 25M meals combined in the last 13 years, including SUSHIPOP and La Causa.
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