Guest Experience Representative II

Who We Are

From our humble beginnings to becoming a beloved spot in our community our story is one of innovation community and the pursuit of the perfect scoop. Each flavor tells a story and every cone holds more than just ice creamit holds memories smiles and moments of pure joy. We pride ourselves on our ever-evolving menu offering classic favorites and introducing new exciting flavors to surprise and delight our guests.

Using ice cream as the platform we pioneer and share experiences that inspire and connect us all.

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:

• 12 years customer service experience preferably in retail hospitality or eCommerce
• High school diploma or equivalent required; Associates 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 Youll 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 $21.04-$23.27 highlighting its full earning potential within the broader range of $21.04-$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

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.