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Guest Support Representative 

The Guest Support Representative will deliver best-in-class digital hospitality to guests, supporting online channel management and engaging with guests via email and review sites.

This is a remote position. 

Key Responsibilities

1. Support the guest experience program at Shake Shack, delivering above-and-beyond hospitality via email, phone and other digital communications.
   • Embrace and convey the Shake Shack brand voice and positioning via marketing and communications in online materials and conversations.
   • Engage directly with guests to create and maintain an ongoing positive conversation about Shake Shack.
   • Act as a main point of contact for guest hospitality via digital channels and ensure timely responses to guests.
2. Encourage review site engagement by monitoring channels and interacting with guests.
   • Monitor Shake Shack’s presence on Yelp and continuously engage with guests to support Shake Shack’s focus on hospitality.
3. Work as a key liaison between the guest experience team and other stakeholders to communicate guest feedback.
   • Contribute thoughts on guest feedback trends in weekly team meetings to be shared cross departmentally 
   • Liaise with operations teams at each Shack to keep them up-to-date on guest feedback and elicit responses and/or action as needed.
     

Skills & Knowledge

• High School Diploma or equivalent 

Experience

• Experience working with CRM platforms such as Desk and Salesforce Service Cloud.
• 1+ year of professional customer support experience in food and hospitality and/or lifestyle brand

Requirements

• Ability to participate and complete mandatory training (this schedule may be different from your schedule upon hiring)
• High-speed internet access, connected to a secure network. A secure network is one that you must enter a password in order to join (not a public internet, etc.). Up to $50 monthly will be reimbursed by Shake Shack.

Our Benefits include: