Guest Experience Specialist

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

Naked Farmer is built on a mission to build a better food system by connecting farmers to community. We craft seasonal recipes based on what's 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. We're entering a period of expansion as we open in new cities, using the platform we've built for more transparency around sourcing and cooking, and investing in a food supply system that works better for farmers, communities and chefs.

When something goes wrong with a guest's meal on a Friday night or a Sunday afternoon, you're the person who makes it right. You'll 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. You'll join our Guest Experience team and report to our Guest Experience (GX) Manager.

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

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

$25/hour, well above typical pay for this kind of role

Up to $750 a quarter in bonus, tied to the team's GX scorecard and your own quality reviews

Profit-sharing and open-book management: each year, 1% of the company's 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 you're at one of our restaurants

Fully remote, with a set schedule published two weeks ahead