Guest Experience Representative II

Salt & Straw•Portland, OR

5d•$21 - $24•Hybrid

About The Position

The Guest Experience Representative II plays a critical role in delivering a thoughtful, seamless experience for every guest. Beyond daily ticket resolution, this role actively contributes to improving guest satisfaction, identifying insights and trends, supporting social community engagement, and partnering with leadership to refine processes and training materials. Success in this role means not only solving guest issues, but also elevating the overall guest experience through data, insights, and cross-functional collaboration.

Requirements

1–2 years’ customer service experience, preferably in retail, hospitality, or eCommerce
High school diploma or equivalent required; Associate’s degree preferred, or equivalent experience
Familiarity with customer service systems (e.g., Gorgias, Zendesk, Shopify, NetSuite) preferred
Excellent verbal and written communication skills, with the ability to adapt messaging across channels
Advanced problem-solving and trend-spotting skills to identify root causes and recurring issues
Strong organizational skills; detail-oriented and efficient in managing high-volume inquiries
Data-minded, with an interest in measuring and improving guest satisfaction and processes
Ability to collaborate cross-functionally (e.g., IT, Logistics, Marketing) and provide actionable insights
Skilled at monitoring guest sentiment and identifying opportunities for improvement
Positive, empathetic, and team-focused approach, while modeling professionalism for peers
Self-motivated with strong initiative and accountability for meeting SLA and performance goals
Ability to work evenings and weekends occasionally
Basic computer and MS Office literacy
Fluency in English

Responsibilities

Respond promptly to guest inquiries via email, chat, phone, and social channels with professionalism and empathy
Clear the inbox daily while meeting productivity, quality, and service-level goals
Process, modify, and refund eCommerce and bulk orders; escalate complex cases as needed
Track, flag, and report on recurring guest issues and root causes
Monitor social platforms for guest feedback, engaging with an on-brand voice
Report on social insights, guest sentiment, and trending topics related to menus, promos, and shop experiences
Collaborate with IT and Logistics to escalate fulfillment issues and ensure timely resolution
Partner with GX leadership to refine training guides, FAQs, macros, and tags
Share guest feedback and insights with leadership to inform operational and strategic decisions
Highlight and share exceptional “surprise and delight” guest stories

Benefits

Daily Pay: Optional access to earned wages between paychecks.
401(k) + Match: Automatic enrollment after 3 months with company match.
Time Off: PTO, sick time, and 12 paid holidays.
Health Coverage: Medical, dental, and vision options with affordable premiums.
Well-Being Support: 24/7 mental health access + free on-site counseling in Portland.
Flexibility: Hybrid schedules for eligible Support Center roles + commuter subsidies.
Other Benefits: Dog-friendly office, team member discount, exclusive first taste of new flavors, educational assistance, and pet insurance.

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