Job Description

Job Location: Portland Support Center - Portland, OR 97232
Position Type: Full Time
Salary Range: $21.00 - $24.00 Hourly

Job Category: Marketing

Position Summary/Objective of job:
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.
Essential Functions:
- 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

Qualifications
- 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
Knowledge and Critical Skills:
- 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
Physical Demands:
- Sitting 90% of the time
- Standing 5% of the time
- Walking 5% of the time
- Frequent repetitive motion
- Regularly required to use hands and fingers to handle or operate office equipment, including a computer keyboard, mouse, and telephone
- Will be required to regularly talk, hear, and see
- Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust and focus

Work Environment:
- This is a Hybrid work environment
- The noise level in the work environment is usually quiet but can become moderately noisy at times
- Office setting; most work is performed at a desk on a computer in a climate-controlled environment
Perks & Benefits You’ll Love:
- 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.
Wage Transparency
We are actively embracing pay transparency by disclosing the hiring wage for this role as $21.00 -$24.00, highlighting its full earning potential within the broader range of $21.00 -$28.46.
Equal Employment Opportunity (EEO) Statement
Salt & Straw fosters an inclusive workplace where all team members and applicants are treated fairly, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected status. We are committed to providing equal employment opportunities for all. If you are a U.S. applicant with a disability and need assistance or a reasonable accommodation to apply, please contact our Talent team at people@saltandstraw.com.
Work Authorization and E-Verify
We participate in E-Verify to confirm work authorization but do not use this process to pre-screen applicants. Qualified candidates with criminal histories are also considered in accordance with applicable laws.
Our Values
Create the Unbelievable
Show Up Generously
Act with Thoughtful Curiosity
Share Human Kindness
Make It Count
These values are the sprinkles on top, guiding us to create happiness through moments of wonder in every scoop, smile, and shared moment. They form the foundation of our brand and shape the culture of our workplace.
Join us as we reimagine the ice cream experience, crafting joy and wonder, one scoop at a time.