Operations and Merchant Support Associate

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Manage seamless merchant cycles. Oversee the operational calendar from menu deadlines to delivery timelines, ensuring every active merchant is prepared prior to each cycle launch.

• Serve as the primary partner for restaurants. Assist merchants with cycle progress, promotions, fulfillment modifications, subscriber capacity, pauses, and daily inquiries that arise with new launches.

• Identify and address issues before they escalate. Track dispatch, delivery, fulfillment, refunds, and payment details to prevent minor errors from leading to customer or merchant dissatisfaction.

• Develop the operational playbook. Transform recurring emergencies into well-defined SOPs, checklists, and runbooks that enhance business reliability each week.

• Provide urgent and attentive customer support. Manage incoming support requests, resolve issues promptly, keep FAQ content current, and recognize trends that could lead to product enhancements.

• Assist merchants in maintaining momentum. Encourage restaurants to market their subscriptions, monitor which require follow-up, and ensure successful launches persist beyond the initial cycle.

• Organize design and launch requirements. Convert merchant requests for storefront modifications, packaging, and launch materials into clear briefs, while ensuring both freelance and internal efforts progress smoothly.

• Collaborate with product and engineering teams. Interpret merchant and customer feedback into precise product requests, test operational features pre-launch, and advocate for solutions when a one-time issue becomes recurrent.

• Communicate essential metrics. Contribute to weekly leadership reports including delivery incidents, support volume, response times, merchant health indicators, and operational insights.

⛳️ Requirements

• A minimum of 2 years in operations, customer support, account management, or a related role within a startup, marketplace, restaurant, delivery, subscription, or high-growth organization.

• A clear and approachable communicator capable of building trust with restaurants, customers, and internal teams.

• Excellent attention to detail and comfort in managing multiple tasks simultaneously.

• Ability to maintain composure under pressure, particularly when a swift resolution is needed for customer, merchant, or delivery issues.

• A proactive mindset. You do not just address immediate concerns; you seek to simplify processes for the future.

• Proficient in using tools such as Linear, Slack, Gmail, Retool, support systems, and AI tools to enhance efficiency and organization.

• High level of ownership and commitment. If something impacts the merchant or customer experience, you ensure it is completed.

🏝️ 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 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

• 🧘🏽‍♀️ Flexible benefits, your way: a prepaid card you can use on wellness, learning, food, and more.

• 🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

• 🧑‍🏫 Personalized English coach