Guest Experience Manager

The role

You will lead the Guest Experience team and own guest conversations across email, chat, social, reviews, and phone. You will manage guest recovery, reputation, escalations, the AI agent, and a team of two remote Specialists.

What you will do

• Resolve issues across chat, email, phone line and social DMs.
• Issue refunds and credits and arrange redeliveries.
• Respond to Google, Yelp, Uber Eats and DoorDash reviews.
• Manage social conversations across Instagram, Facebook, TikTok and LinkedIn.
• Handle sensitive and urgent escalations.
• Own the AI agent including its knowledge and tone.
• Provide weekly reports and monthly reviews to leadership based on feedback trends.
• Hire, train, schedule and coach two remote Specialists.
• Evolve GX standards, reply guides, refund rules and escalation paths.

Required qualifications

• 4+ years in hospitality, restaurant operations or customer experience
• 2+ years leading people
• Ability to turn an upset guest into a regular in writing and on the phone
• Ability to make good calls fast without waiting for permission
• Ability to write clearly and warmly without corporate scripts
• Comfortable with helpdesk, social media and review management tools
• Comfortable with data in a spreadsheet

Nice to have

• experience with online ordering or POS systems
• experience with setting up AI chat agents

Benefits

• Profit-sharing and open-book management: 1% of the company's net profit goes back to our team each year
• 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
• Culinary development programs led by our chefs

About the company

Naked Farmer is built on a mission to build a better food system by connecting farmers to the community. They use open-book management and profit-sharing plans.