B2B - Customer Support Specialist

About the role

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 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

• 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
• 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
• 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
• 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
• 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
• 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 procedure

Benefits

Additional Information

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.

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