B2B - Customer Support Analyst

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 CX Analyst role combines customer support operations, quality assurance, reporting, process improvement, and systems optimization.

This role serves as both an operational contributor and a continuous improvement partner for the Customer Experience organization. The ideal candidate is customer-centric, analytical, highly organized, and passionate about improving customer outcomes while increasing operational efficiency.

As a CX Analyst, you will manage customer interactions, review support quality, identify operational trends, generate insights, maintain internal documentation, support Zendesk administration, and contribute to process improvements that help scale Customer Experience operations.

Responsibilities:

1. Customer Support Operations

Provide high-quality support across customer-facing channels while ensuring a positive customer experience.

Responsibilities include:

• Respond to inbound customer inquiries through Zendesk and other support platforms.
• Manage complex customer cases requiring investigation and cross-functional collaboration.
• Resolve customer issues efficiently while maintaining high customer satisfaction.
• Follow established SLAs for response and resolution times.
• Support operational escalations and ensure proper follow-up through resolution.

2. Quality Assurance & Ticket Reviews

Support quality initiatives by reviewing customer interactions and identifying opportunities for improvement.

Responsibilities include:

• Audit customer interactions using established QA standards and review frameworks.
• Identify quality gaps, training opportunities, and recurring performance trends.
• Provide clear and actionable feedback based on ticket reviews.
• Monitor adherence to communication standards, workflows, and internal procedures.

3. Reporting & CX Analytics

Leverage customer and operational data to identify trends and drive improvements.

Responsibilities include:

• Generate ad hoc reports related to customer experience performance.
• Analyze ticket trends, customer feedback, and operational performance.
• Identify recurring customer pain points and operational bottlenecks.
• Translate findings into actionable recommendations for stakeholders.

4. Process Improvement & Operational Excellence

Help improve customer experience operations through process optimization and continuous improvement initiatives.

Responsibilities include:

• Identify operational inefficiencies and opportunities for workflow improvements.
• Conduct root cause analysis on recurring customer issues and process failures.
• Partner with cross-functional teams to implement solutions and operational improvements.
• Participate in projects focused on scalability, efficiency, and customer retention.
• Support the testing and rollout of new processes and operational initiatives.

5. Documentation & Knowledge Management

Ensure operational knowledge remains accurate, accessible, and aligned across teams.

Responsibilities include:

• Create, maintain, and improve internal process documentation and SOPs.
• Update knowledge base articles, workflows, and operational playbooks.
• Document new processes, policies, and operational changes.
• Help standardize procedures and improve cross-functional alignment.

6. Zendesk Administration & Automation

Support the optimization of CX systems and workflows.

Responsibilities include:

• Configure and maintain Zendesk macros, triggers, automations, views, and forms.
• Identify opportunities to reduce manual work through automation.
• Assist in testing and validating system changes before deployment.

7. Incident Management & Proactive Customer Communication

Support customer communication efforts during operational incidents and service disruptions.

Responsibilities include:

• Coordinate proactive customer outreach related to operational incidents.
• Ensure affected customers receive timely, accurate, and consistent updates.
• Partner with Operations and other teams to support incident resolution efforts.

Qualifications:

• Strong attention to detail and a structured approach to reviewing customer interactions.
• Ability to learn and apply quality standards and evaluation frameworks with consistency.
• Analytical mindset, with curiosity to understand patterns, root causes, and quality gaps.
• Clear written communication skills, especially when documenting feedback and insights.
• Comfort working in a learning-heavy environment with close guidance during the ramp-up phase.
• Strong sense of ownership, accountability, and quality obsession.
• At least 2 years of experience in CX, Customer Success, or Operations teams, Process Improvement, or related operational role within a customer support or service environment.

Preferred requirements:

• Experience working with ticketing platforms such as Zendesk.
• Exposure to QA audits, scorecards, calibration sessions, or performance reviews.
• Familiarity with process documentation and Improvements
• Previous experience in Customer Experience or Support roles.
• Basic SQL Level

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