Guest Experience Specialist

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 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.

The role

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.

What you'll 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 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