Contact & Command Center Associate

Whataburger•San Antonio, TX

3d•Hybrid

About The Position

Welcome to Whataburger Careers! Our Flavor — Why Whataburger Whataburger isn’t just a fast-food burger chain it is where bold leadership starts — and where potential doesn’t just grow, it heats up. Whether you're leading the line or working behind the scenes, this is the place where opportunities stack up, and every day gives you a chance to Make a Difference. Since 1950, we’ve invested in people who lead with integrity, Serve with Heart, and bring their best flavor to the team. We believe in working together, speaking up, having a little fun, and Winning as One — because great burgers (and great teams) start with the right ingredients. If you're ready — to learn, grow, impact, and Move Forward Boldly — we’ve got your back and your path cooked to perfection. Your Recipe for Impact — What You’ll Do As a Contact Center Associate, you’ll serve as the first line of support for our restaurants—keeping operations running smoothly and ensuring every interruption is met with fast, effective resolution. You’ll combine technical expertise with exceptional service to support our teams and protect the Whataburger experience every day. In this role, you’ll Make a Difference by resolving issues that impact restaurant operations and guest experience in real time. You’ll Serve with Heart by delivering thoughtful, customer-first support to operators and partners. You’ll Win as One by collaborating across teams to drive timely solutions and shared success. And you’ll Move Forward Boldly by identifying opportunities to improve processes, strengthen systems, and enhance service delivery.

Requirements

High school diploma or GED (or equivalent experience)
Strong communication skills with the ability to support diverse audiences
Proven ability to troubleshoot and solve problems in real time
Ability to manage multiple priorities in a fast-paced, SLA-driven environment
Working knowledge of basic technology (PCs, systems, applications, or networks)
Strong attention to detail and documentation skills
Ability to build relationships and collaborate across teams
Dependability and flexibility to support business needs, including extended hours when needed

Nice To Haves

Experience in customer service, help desk, or service desk environments
Familiarity with POS systems, restaurant technology, or retail systems
Experience with ticketing systems or service management tools
Exposure to troubleshooting hardware, software, or network issues
Experience working with performance metrics or service level agreements (SLAs)
Associate’s degree or relevant technical certifications (e.g., CompTIA A+, Network+)
Knowledge of QSR or restaurant operations environments

Responsibilities

Respond to high-volume, complex inquiries from restaurant and corporate teams
Troubleshoot and resolve issues across POS, BOS, KDS, hardware, software, and networks
Deliver first-contact resolution or escalate issues to the appropriate partners
Track, document, and manage incidents and service requests end-to-end
Monitor open tickets and follow through to timely resolution
Support restaurant disruptions, including partial or full operational outages
Dispatch maintenance services and coordinate status updates
Provide guidance and troubleshooting for mobile apps, online ordering, and system functionality
Create clear documentation of issues, actions taken, and outcomes
Contribute to knowledge base updates, SOPs, and continuous improvement efforts
Partner cross-functionally to ensure fast, effective resolution of issues

Benefits

Competitive Weekly Pay
Bonus Program that scales up to 2.5X payout potential based on company results
5 weeks PTO
Flex Weeks
Paid Corporate Holidays
Paid Parental Leave
401(k) match $1/$1 up to 4%
Competitive Medical, Dental and Vision Benefits
Short-term and Long-term Disability Benefits
Opportunities for Career Development and Growth
Whataburger Family Foundation - Scholarship Program (dependents eligible) and Hardship Grant Assistance
Discounted Meals for You and a Guest
Wireless Service Discounts
Computer & Software Discounts
Fitness / Gym Discounts
Awards and recognition for all you do
Retirement Celebration Program