CX Risk Coordinator

Lima, Lima Province, Peru · Lima · 2+ years experience · Remote · Posted Oct 13, 2026

At a glance

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.

The CX Risk Coordinator is the analytical and execution engine of the CX Risk team, connecting customer escalations to operational decisions.
This role involves tracking trends, finding pain points behind customer escalations, and leading projects that resolve them with measurable results.

Classify and document incidents across the T1–T5 severity framework, ensuring accurate categorization and post-incident records
Analyze escalation spikes to identify patterns (market, route, meal, or time-based) and surface findings proactively
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 credits and refunds
Size each pain point (volume, credit exposure, agent effort) so the team can prioritize what matters most
Design and test solutions: process changes, documentation, templates, automations, or tooling requests
Own CX Risk projects from scoping to delivery: define the problem, goal, success metric, owner, and deadline
Own the weekly escalation summary: top drivers by market, WoW trend, and at least one recommendation per cycle
Maintain and evolve the Credits & Refunds dashboards, ensuring data accuracy and relevance
Support CX Ops by auditing logistics channels during the afternoon window; surface issues, do not resolve them unilaterally

2+ years of experience in a CX, Operations, or analytical role, ideally in a high-volume, logistics-adjacent environment
Proven experience leading or coordinating projects end to end, with deadlines, stakeholders, and measurable outcomes
A process-improvement mindset: you notice friction, ask why it happens, and push for a fix rather than a workaround
Comfortable working with data: building spreadsheets, interpreting dashboards, and spotting anomalies without being prompted
Strong written English: you can turn a table of numbers into a short summary a non-technical reader can act on
Experience with Zendesk or a comparable CRM / ticketing platform
Available to work EST hours, including evening coverage

SQL knowledge for querying and analyzing data independently
Experience with Google BigQuery
Familiarity with process-improvement or project frameworks (Lean, root cause analysis, Kanban, or similar)
Exposure to automation or scripting (Apps Script, Python, n8n, or similar)
Familiarity with delivery or food operations: routes, 3PL dynamics, or last-mile logistics

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
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
AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster
Personalized English coach