Guest Experience Specialist

Naked Farmer Careers · Remote, United States

Guest Experience Specialist (Remote, Evenings and Weekends)

Naked Farmer · Remote, US · Part-time or Full-time | Competitive Pay, Bonus & Benefits
About Naked Farmer

Naked Farmer is built on a mission to build a better food system by connecting farmers to community. We craft seasonal recipes based on whats growing nearby and know our farmers on a first-name basis. We were born in the global pandemic and have built a culture of resilience and transparency through our open-book management, profit-sharing plans and dedication to telling the story behind the farmers who grow our local food supply. Were entering a period of expansion as we open in new cities, using the platform weve built for more transparency around sourcing and cooking, and investing in a food supply system that works better for farmers, communities and chefs.
The role

When something goes wrong with a guests meal on a Friday night or a Sunday afternoon, youre the person who makes it right. Youll be the voice of Naked Farmer across chat, email, phone and social while our restaurants are busiest, with real authority to fix problems on the spot. Youll join our Guest Experience team and report to our Guest Experience (GX) Manager.
What youll do

Resolve live order issues fast: missing or wrong items, late orders, quality problems
Issue refunds and credits through our ordering platform within clear limits, and arrange redeliveries when an order is incomplete
Answer guests across chat, email, our phone line and social DMs
Reply to reviews on Google, Yelp, Uber Eats and DoorDash through our platforms, in our voice
Coordinate with restaurant managers in real time to fix what went wrong
Escalate urgent or sensitive issues using our playbook, and never leave a guest hanging
Tag every conversation so we can spot trends and fix root causes
Write a clean handoff note at the end of every shift
Schedule

Shifts run between 10:00am and 10:30pm Eastern. Weekday evening shifts are 4:30pm-10:30pm; weekend shifts are 10:00am-4:30pm or 4:00-10:30pm. Your exact days depend on which of the two schedules you take. Expect about two weeks of paid training in December, including time in one of our restaurants. Solo shifts start January 1, 2027.
You might be a fit if you

Have 2+ years in restaurant, hospitality or customer service, ideally both
Stay calm and kind when a guest is upset, and make it right without needing a script
Write clearly and warmly, and fast
Use good judgment with real authority, and know when to escalate
Are organized and self-directed, and work well remotely with a quiet space and a reliable internet connection
Can work evenings and weekends consistently
Bonus: experience with helpdesk, online ordering, POS or social media inbox tools
Pay and work perks

$25/hour, well above typical pay for this kind of role
Up to $750 a quarter in bonus, tied to the teams GX scorecard and your own quality reviews
Profit-sharing and open-book management: each year, 1% of the companys net profit goes back to our team
Paid vacation
Parental leave
Health, dental and 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 whenever youre at one of our restaurants
Fully remote, with a set schedule published two weeks ahead