Guest Experience Specialist

Naked Farmer Careers • Tampa, FL

3d • Remote

About The Position

Naked Farmer is hiring a remote Guest Experience Specialist to support guests during busy restaurant periods, including evenings and weekends. The specialist serves as the voice of Naked Farmer across chat, email, phone, and social media, and has authority to resolve guest problems promptly. The role is part of the Guest Experience team and reports to the Guest Experience (GX) Manager.

Shifts run between 10:00 a.m. and 10:30 p.m. Eastern. Weekday evening shifts are 4:30 p.m.–10:30 p.m.; weekend shifts are 10:00 a.m.–4:30 p.m. or 4:00 p.m.–10:30 p.m. Exact days depend on the selected schedule. The role includes about two weeks of paid training in December, including time in a Naked Farmer restaurant. Solo shifts begin January 1, 2027.

The position is fully remote, with a set schedule published two weeks ahead. Pay is $25 per hour, with the opportunity to earn up to $750 per quarter in bonuses based on the team's GX scorecard and individual quality reviews. Additional offerings include profit-sharing, paid vacation, parental leave, health, dental, and vision insurance, a 401(k) with company match, and free meals and culinary development programs when at a restaurant.

Requirements

• At least 2 years of experience in restaurant, hospitality, or customer service; experience in both restaurant and customer service is ideal.
• Ability to remain calm and kind with upset guests and resolve issues without relying on a script.
• Clear, warm, and fast written communication.
• Good judgment, comfort with real authority, and an understanding of when to escalate.
• Organized and self-directed, with the ability to work remotely from a quiet space with reliable internet.
• Availability to work evenings and weekends consistently.

Nice To Haves

• Experience with helpdesk, online ordering, point-of-sale (POS), or social media inbox tools.

Responsibilities

• Resolve live order issues, including missing or incorrect items, late orders, and quality problems.
• Issue refunds and credits through the ordering platform within established limits and arrange redeliveries for incomplete orders.
• Respond to guests through chat, email, the phone line, and social media direct messages.
• Reply to reviews on Google, Yelp, Uber Eats, and DoorDash through the company's platforms and in the company's voice.
• Coordinate with restaurant managers in real time to resolve problems.
• Escalate urgent or sensitive issues using the established playbook and ensure guests receive follow-up.
• Tag every conversation to help identify trends and root causes.
• Write a clear handoff note at the end of every shift.

Benefits

• Up to $750 per quarter in bonuses tied to the team's GX scorecard and individual quality reviews.
• Profit-sharing: 1% of the company's net profit goes back to the team each year.
• Paid vacation.
• Parental leave.
• Health insurance, with Naked Farmer contributing up to 60% of the cost.
• Dental insurance, with Naked Farmer contributing up to 60% of the cost.
• Vision insurance, with Naked Farmer contributing up to 60% of the cost.
• 401(k) with a company match.
• Free Naked Farmer meals and culinary development programs when at one of the company's restaurants.
• Fully remote work with a set schedule published two weeks ahead.
• About two weeks of paid training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed