B2B - Customer Support Specialist

 

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 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:

1. 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

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2. 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

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3. Smart Fridge User Support

Support end-users interacting with CookUnity Smart Fridges in workplace environments.

Responsibilities include:

• Assist users experiencing issues with: &