B2B - Customer Support Manager

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 Assistant Manager — B2B is responsible for building and scaling the B2B customer support operating model, with a strong focus on process design, structure, and continuous improvement. This role will establish the foundations required to support B2B Corporate clients at scale, enable live support across B2B platforms, and prepare the organization for the integration of B2B Corporate CX into Core (B2C) CX. Healthcare support remains a dedicated B2B function and is a key part of this role’s scope. This is primarily a builder and operator role, with limited hands-on support involvement during incidents or peak volume periods Responsibilities: Design, document, and continuously improve end-to-end CX processes for B2B Corporate and Healthcare support, including ticketing, live support, escalations, and incident management Partner with Product and Tech teams to enable and operate live support across B2B platforms and the Fraiche app Define and maintain service standards , including SLAs, SOPs, escalation paths, and quality guidelines Build and maintain CX documentation and playbooks , including ICP-specific workflows and Healthcare support protocols (based on client requirements) Design the CX workforce model , support hiring and onboarding, and ensure appropriate coverage across channels Monitor CX performance using CSAT, response times, resolution times, and volume trends; translate insights into operational improvements Strengthen Healthcare CX foundations, including process standardization and customer satisfaction measurement Act as the CX escalation owner during incidents or high-volume periods and provide hands-on support when required Collaborate cross-functionally with Operations, Product, Tech, Sales, and Core CX teams to address root causes and improve customer experience Qualifications: +5 years of experience in Customer Support or CX Operations Strong background in B2B customer support environments Healthcare cx experience strongly preferred Proven ability to build and scale CX processes and teams Experience with CX tooling (Zendesk + Aircall mandatory) Structured, pragmatic, and comfortable operating in ambiguity Able to balance strategic ownership with hands-on execution when needed Learn More About CookUnity We believe great leadership starts with alignment on vision, values, and ways of working. To give you deeper insight into who we are and what we’re looking for, we invite you to explore: CookUnity's Leadership Principles – The values and behaviors that guide how we operate, collaborate, and scale. We hope this provides valuable insight into our culture and product vision. If this excites you, we’d love to connect! Benefits 💸 Get paid in USD 🗺 Work remotely: design the life that you want ⛱ Enjoy 15 days of vacation each year from the start date ... (truncated, view full listing at source)