Guest Experience Specialist

This is a Fully Remote Job About Our Client: Naked Farmer operates within the food industry, focusing on creating a better food system by connecting farmers directly to communities. The organization addresses challenges in food sourcing transparency and local farmer support by crafting seasonal recipes based on locally available produce. Originating during the global pandemic, it has developed a resilient and transparent culture with practices such as open-book management and profit-sharing. The company is currently expanding into new cities to increase its impact on farmers, communities, and chefs. About the Opportunity: The GUEST EXPERIENCE SPECIALIST is responsible for managing and resolving guest issues during peak times, ensuring customer satisfaction and maintaining the organization's reputation. This role serves as the primary contact for guests experiencing order problems and works closely with restaurant management to provide timely solutions. The position contributes to improving overall guest experience and supports the organization's commitment to high customer service standards. Responsibilities: Resolve live order issues including missing or incorrect items, delays, and quality concerns Issue refunds and credits within established limits and arrange redeliveries when necessary Respond to guest inquiries via chat, email, phone, and social media Reply to online reviews across multiple platforms in the organizations voice Coordinate in real time with restaurant managers to address problems Escalate urgent or sensitive issues following established procedures Tag conversations to identify trends and assist in root cause analysis Provide clear handoff notes at the end of each shift Requirements: Minimum of 2 years experience in restaurant, hospitality, or customer service Ability to remain calm and empathetic when handling upset guests Strong written communication skills Good judgment with authority to resolve issues and escalate appropriately Organized, self-directed, and able to work remotely with reliable internet Availability to work consistent evenings and weekends Preferred experience with helpdesk, online ordering, POS, or social media tools Pay Range and Compensation Package: $25 per hour Up to $750 quarterly bonus based on team and individual performance Profit-sharing with 1% of net profit returned to team annually Paid vacation and parental leave Health, dental, and vision insurance with up to 60% company contribution 401(k) plan with company match Free meals and culinary development opportunities during restaurant visits Benefits & Perks: Health, dental, and vision insurance Paid vacation Parental leave 401(k) plan with company match Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.