Contact & Command Center Associate

Contact Center Associate

Welcome to Whataburger Careers!

Whataburger isn't just a fast-food burger chain it is where bold leadership starts and where potential doesn't just grow, it heats up. Whether you're leading the line or working behind the scenes, this is the place where opportunities stack up, and every day gives you a chance to Make a Difference.

Since 1950, we've invested in people who lead with integrity, Serve with Heart, and bring their best flavor to the team. We believe in working together, speaking up, having a little fun, and Winning as One because great burgers (and great teams) start with the right ingredients. If you're ready to learn, grow, impact, and Move Forward Boldly we've got your back and your path cooked to perfection.

Your Recipe for Impact What You'll Do

As a Contact Center Associate, you'll serve as the first line of support for our restaurantskeeping operations running smoothly and ensuring every interruption is met with fast, effective resolution. You'll combine technical expertise with exceptional service to support our teams and protect the Whataburger experience every day.

In this role, you'll Make a Difference by resolving issues that impact restaurant operations and guest experience in real time. You'll Serve with Heart by delivering thoughtful, customer-first support to operators and partners. You'll Win as One by collaborating across teams to drive timely solutions and shared success. And you'll Move Forward Boldly by identifying opportunities to improve processes, strengthen systems, and enhance service delivery.

Day-to-Day Ingredients Responsibilities

As a Contact Center Associate, you will:

• Respond to high-volume, complex inquiries from restaurant and corporate teams
• Troubleshoot and resolve issues across POS, BOS, KDS, hardware, software, and networks
• Deliver first-contact resolution or escalate issues to the appropriate partners
• Track, document, and manage incidents and service requests end-to-end
• Monitor open tickets and follow through to timely resolution
• Support restaurant disruptions, including partial or full operational outages
• Dispatch maintenance services and coordinate status updates
• Provide guidance and troubleshooting for mobile apps, online ordering, and system functionality
• Create clear documentation of issues, actions taken, and outcomes
• Contribute to knowledge base updates, SOPs, and continuous improvement efforts
• Partner cross-functionally to ensure fast, effective resolution of issues

The Sauce Pay & Perks

As a Contact Center Associate, you will receive:

• Competitive Weekly Pay
• Bonus Program that scales up to 2.5X payout potential based on company results
• 5 weeks PTO
• Flex Weeks
• Paid Corporate Holidays
• Paid Parental Leave*
• 401(k) match $1/$1 up to 4%
• Competitive Medical, Dental and Vision Benefits*
• Short-term and Long-term Disability Benefits*
• Opportunities for Career Development and Growth
• Whataburger Family Foundation - Scholarship Program (dependents eligible) and Hardship Grant Assistance
• Discounted Meals for You and a Guest
• Wireless Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and recognition for all you do
• Retirement Celebration Program

What You Bring to the Table Required Experience

As a Contact Center Associate, you must have:

• High school diploma or GED (or equivalent experience)
• Strong communication skills with the ability to support diverse audiences
• Proven ability to troubleshoot and solve problems in real time
• Ability to manage multiple priorities in a fast-paced, SLA-driven environment
• Working knowledge of basic technology (PCs, systems, applications, or networks)
• Strong attention to detail and documentation skills
• Ability to build relationships and collaborate across teams
• Dependability and flexibility to support business needs, including extended hours when needed

Extra Toppings Desired Experience

As a Contact Center Associate, we prefer you to have:

• Experience in customer service, help desk, or service desk environments
• Familiarity with POS systems, restaurant technology, or retail systems
• Experience with ticketing systems or service management tools
• Exposure to troubleshooting hardware, software, or network issues
• Experience working with performance metrics or service level agreements (SLAs)
• Associate's degree or relevant technical certifications (e.g., CompTIA A+, Network+)
• Knowledge of QSR or restaurant operations environments

Where & How You'll Work

This role is based at the San Antonio Home Office, working on?site Monday through Thursday with remote flexibility on Fridays. In this role, you'll have strong collaboration with leadership, across cross-functional teams, and with external partners to align capabilities with restaurant realities. The work environment is fast?paced and requires sound judgment, strategic thinking, and strong collaboration skills. Full?time availability is required, with occasional extended hours based on business needs, along with occasional travel to properties, project sites, and external meetings. Candidates must reside within commuting distance of the San Antonio Home Office.

Whataburger is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, age, or other condition or status protected by law. Whataburger participates in the federal E-Verify Program. For more information go to E-Verify is a registered trademark of the U.S. Department of Homeland Security.

*Eligibility rules may apply

300 Concord Plaza Dr San Antonio TX 78216-6903