B2B - Customer Support Specialist

About CookUnity:

Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.

Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.

If that mission has you hungry in more ways than one, you’ve found the right job posting.

About the Team:

The B2B Operations team is responsible for scaling and delivering CookUnity’s new business verticals, such as Smart Fridge and Cold Meal programs, across corporate and healthcare environments. The team collaborates closely with B2C operations, product, and customer experience to ensure seamless execution, operational reliability, and scalable systems that support growth.

The role:

The Customer Support Specialist is responsible for providing high-quality operational support across CookUnity’s two primary B2B verticals: Bulk Meal Programs for corporate clients and Smart Fridge workplace solutions .

This role manages inbound tickets from both B2B client stakeholders and Smart Fridge end-users , ensuring issues are resolved quickly while maintaining a reliable and professional experience.

The Customer Support Specialist acts as the first line of operational support , handling service questions, order adjustments, delivery inquiries, and product feedback while coordinating with internal teams when escalation is required.

Because B2B environments involve multiple stakeholders—office managers, HR teams, facility managers, and end-users—this role requires strong judgment, organization, and the ability to navigate operational issues in a structured and professional manner .

This role also serves as a Voice of the Customer (VOC) by surfacing recurring issues and insights to operations, product, and logistics teams to help improve service reliability and user experience.

Responsibilities:

1. Ticket Management & Customer Support

Manage incoming support requests from both B2B clients and Smart Fridge users.

Responsibilities include:

Respond to inbound support tickets via Zendesk or other support platforms

Provide timely and accurate responses to questions related to:

Smart Fridge usage and access

Meal purchases and scanning issues

Wallet balance and payment questions

Bulk meal orders and delivery inquiries

Ensure tickets are resolved efficiently while maintaining high customer satisfaction

Follow established SLAs for response and resolution times

2. B2B Client Support

Provide operational support to corporate clients using CookUnity services.

Responsibilities include:

Assist office managers or program administrators with operational questions

Support bulk meal orders including order changes, scheduling questions, and delivery coordination

Help troubleshoot issues related to office programs or workplace meal services

Ensure client concerns are addressed professionally and escalated when necessary

3. Smart Fridge User Support

Support end-users interacting with CookUnity Smart Fridges in workplace environments.

Responsibilities include:

Assist users experiencing issues with:

App login or access

QR scanning and purchase transactions

Wallet top-ups and payment processing

Account or reward issues

Investigate fridge-related incidents such as product availability, scanning issues, or access problems

Coordinate with operations or tech teams when technical issues require escalation

4. Issue Investigation & Escalation

Identify operational issues and ensure they are escalated to the appropriate teams when necessary.

Responsibilities include:

Investigate customer reports related to delivery issues, food quality concerns, or system errors

Document incidents clearly in support systems

Escalate issues to logistics, operations, or tech teams when required

Follow up to ensure resolution and clear communication with the customer

5. Operational Feedback & Continuous Improvement

Help improve the customer experience by identifying recurring issues and operational gaps.

Responsibilities include:

Track recurring ticket themes and operational friction points

Provide feedback to B2B Operations, Product, and Logistics teams

Contribute to improvements in support documentation, macros, and internal knowledge bases

Support updates to internal playbooks as processes evolve

6. Process Adherence & Documentation

Ensure all support interactions follow internal processes and documentation standards.

Responsibilities include:

Maintain accurate records of support interactions

Use internal tools and workflows consistently

Follow escalation and incident reporting procedures

Contribute to maintaining internal support documentation and knowledge base content

Qualifications:

2–4 years of experience in customer support, operations support, or service delivery roles

Experience working with ticketing platforms such as Zendesk and Salesforce

Strong written and verbal communication skills

Comfortable interacting with both end-users and business clients

Strong problem-solving skills and attention to detail

Ability to manage multiple tickets and priorities simultaneously

Comfortable working in a fast-paced operational environment

Preferred requirements:

Experience supporting B2B services or workplace programs

Experience in food service, logistics, or hospitality operations

Familiarity with mobile apps or connected hardware products

Experience working with operational teams to resolve service issues

Benefits:

💸 Get paid in USD.

🗺 Work remotely: design the life that you want

⛱ Enjoy 15 days of vacation each year from the start date

🎄 16 fully paid Argentinean holidays

🩺 Healthcare Benefit: Monthly stipend to use with 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

🧑‍🏫 Personalized English coach If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you.  Thank you for your time!

CookUnity is an Equal Opportunity Employer . We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.

A quick note for all candidates We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data)  stay safe while applying to CookUnity.  We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief  “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator. Here are a few tips to help you protect yourself and know what to expect from us:

Apply only through our official channels. All open roles are listed on our official careers page:  careers.cookunity.com

Our recruiters are real people — and easy to verify. You can always find them on LinkedIn with verified profiles. If you’re unsure, feel free to reach out to us on our official  LinkedIn Company Page .

We only communicate through official CookUnity channels. That means emails ending in  @cookunity.com  and interviews held through official company platforms (Google Meet or Zoom) — never WhatsApp, Telegram, or SMS.

We’ll never ask for payment or personal financial details. If anyone does, please don’t share any information and let us know right away.

If something ever feels off or you’re unsure about a message, we’d much rather you double-check with us. You can always contact us directly through any of our social media channels. We appreciate your interest in joining CookUnity — and we care about keeping your experience (and safety) as genuine as possible.