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Operations and Merchant Support Associate

1 hour, 35 minutes ago
Latin America
Full-time
Junior
Customer Support
Customer and Technical Support
Linear
Apply Now
CookUnity

CookUnity

CookUnity is a prepared meal delivery service by award-winning chefs, offering flexible meal plans nationwide. With hundreds of gourmet options, customers can choose meals based on their preferences and dietary needs, enjoying restaurant-quality dishes...

Hotels, Restaurants & Leisure
251-1K
Founded 2015
$1M raised
View All Jobs 47

Description

  • Run the operating calendar for merchant cycles, from menu deadlines to delivery windows, and ensure each merchant is ready before launch.
  • Serve as the main point of contact for restaurants on cycle status, promotions, fulfillment changes, subscriber capacity, pauses, and daily operational questions.
  • Monitor dispatch, delivery, fulfillment, refunds, and payout details to catch and resolve issues before they escalate.
  • Build and maintain SOPs, checklists, runbooks, and other operating playbooks to make recurring processes more reliable.
  • Triage customer support requests, resolve issues quickly, maintain FAQ content, and identify recurring problems that should inform product improvements.
  • Encourage merchants to promote their subscriptions, track follow-ups, and help sustain momentum after initial launches.
  • Coordinate merchant requests for storefront updates, packaging, and launch assets by creating briefs and managing freelance or internal work.
  • Partner with product and engineering by translating merchant and customer feedback into product requests, testing new operational features, and escalating recurring issues.
  • Contribute to weekly leadership reporting on incidents, support volume, response times, merchant health, and operational learnings.

Requirements

  • 2+ years of experience in operations, customer support, account management, or a similar role at a startup, marketplace, restaurant, delivery, subscription, or high-growth company.
  • Strong, warm communication skills and the ability to build trust with restaurants, customers, and internal teams.
  • Strong attention to detail and the ability to manage multiple moving pieces at once.
  • Calm judgment under pressure when customer, merchant, or delivery issues need a quick response.
  • A builder mindset with an interest in improving processes rather than only solving the immediate issue.
  • Comfort using tools such as Linear, Slack, Gmail, Retool, support systems, and AI tools to stay organized and move faster.
  • High ownership and follow-through on issues that affect merchant or customer experience.
  • Experience in food, restaurants, delivery logistics, subscriptions, marketplaces, or e-commerce is preferred.
  • Experience working with freelance designers or creative vendors is preferred.
  • Experience building SOPs, onboarding materials, or lightweight systems in an early-stage environment is preferred.

Benefits

  • Paid in USD.
  • Remote work arrangement.
  • 15 days of vacation per year starting on the hire date.
  • 16 fully paid Argentine holidays.
  • Monthly healthcare stipend to use with a preferred healthcare provider.
  • 4-week paid sabbatical after 5 years with CookUnity.
  • Paid family leave.
  • Compassionate leave of 3–5 days as needed.
  • Flexible benefits prepaid card for wellness, learning, food, and more.
  • Enterprise access to ChatGPT and Claude.
  • Personalized English coaching.

Interested in this position?

Apply directly on the company website

Apply Now

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