Part-Time Customer Support Associate I Guest Experience

Part-TimeCustomerSupportAssociate IGuest Experience

Portland OR Hybrid Opportunity

Part-Time Hourly$19.13-$20.14(Non-Exempt)

At Salt & Straw the guest experiencedoesntstop at the scoop shopit travelsfar and wide just like our ice for a thoughtful empathetic and highly organized Guest Experience Associate to help support guests nationwide across email chat phone and online reviews. From tracking down shipping updates to troubleshooting gift cards tohearing outin-shop feedback and answering product questionsyoullbe the friendly problem-solver behind every interaction. This role is all about turning questions into answersand moments of friction into moments of our Guest Experience team and partner closely with Marketing and Operations to make sure every guest touchpoint feels seamless human and full of Salt & Straw magic.

Scheduling:

• WednesdaySaturday

• 9:00 AM2:00 PM

• Wednesday & Thursday:In-office

• Friday & Saturday:Remote

Flexibility is important in this role. Scheduled days hours and remote/in-office expectations may occasionally change based on business needs peak seasons holidays staffing coverage or operational demands.

Candidates should be comfortable supporting occasional schedule adjustments during high-volume periods.

What Guest Experience Associates Do

Guest Experience Associates support Salt & Straw guests by responding thoughtfully efficiently and empathetically across multiple communication channels.

You will:

• Respond to guest inquiries across email chat phone and online reviews

• Support nationwide shipping inquiries including order updates delays refunds and replacements

• Assistwith in-shop guest feedback gift card troubleshooting product questions andgeneral supportneeds

• Navigate platforms such as Shopify Gorgias and internal systems to process andmodifyorders

• Maintainaccuratedocumentation and follow established workflows and support procedures

• Identifyrecurring guest pain points and communicate trends internally

• Escalate urgent or complex guest concerns appropriately

• Maintain service level expectations and response time goals in a high-volume environment

• Represent the Salt & Straw brand with warmth empathy and professionalism

• Collaborate closely with the Guest Experience team while managing work autonomously day-to-day

WhatYoullGet

We offer competitive pay flexibility and a people-first culture centered around thoughtful hospitality and growth.

Hybrid flexibility

Medical dental & vision benefit eligibility based on role requirements and hours worked

Mental Health Support resources available for Team Members and families

401(k) participation opportunities

Educational Support opportunities

Team Discount on all the magic

First Dibs on Flavors before the public

Collaborative values-driven culture with opportunities for future growth within Guest Experience

This Role Might Be Right If You:

• Have 1 year of customer service experience in retail hospitality eCommerce or a related environment

• Are an excellent written communicator who can balance empathy with efficiency

• Enjoy problem-solving and helping people feel supported

• Thrive in autonomous detail-oriented work environments

• Can manage repetitive volume-heavy work whilemaintainingaccuracy and care

• Stay calm and patient during challenging guest interactions

• Are comfortable learning new systems and technology quickly

• Have experience with platforms like Shopify Gorgias Zendesk or similar tools (helpful but notrequired)

• Are available to work weekends as needed

• Value collaboration kindness accountability and urgency

What Success Looks Like

Successful Guest Experience Associates are thoughtful communicators who can independently manage a high volume of guest interactions while making every guest feel heard and cared for. They balance empathy with efficiencymaintainstrong attention to detail and contribute positively to team culture and operational excellence.

Wage Transparency

We are actively embracing pay transparency bydisclosingthe hiring wage for this role as $19.13$20.14/hour highlighting its full earning potential within the broader range of $19.13$22.50/hour.

Important Notes

Food Allergy Warning

This role may involve supporting guests with questions related to productscontainingcommon food allergens including peanuts tree nuts dairy eggs soy wheat and seafood.

Equal Employment Opportunity

Salt & Straw is committed to creating an inclusive workplace andprovidesequal opportunity to all applicants regardless of race gender sexual orientation disability or background.

E-Verify Participation

Weparticipatein E-Verify to confirm work authorization.

Our Values

Create the Unbelievable

Show Up Generously

Act With Thoughtful Curiosity

Share Human Kindness

Make It Count

These values guide everything wedo from the way we support our guests to how we show up for one another every day.