Hybrid Part-Time Guest Experience Associate I

Part-Time Customer Support Associate I Guest ExperiencePortland, OR | Hybrid OpportunityPart-Time | Hourly $19.13-$20.14 (Non-Exempt)At Salt & Straw, the guest experience doesn’t stop at the scoop shop—it travels far and wide, just like our ice cream. We’re looking for a thoughtful, empathetic, and highly organized Guest Experience Associate to help support guests nationwide across email, chat, phone, and online reviews. From tracking down shipping updates to troubleshooting gift cards to hearing out in-shop feedback and answering product questions, you’ll be the friendly problem-solver behind every interaction. This role is all about turning questions into answers—and moments of friction into moments of care. You’ll join our Guest Experience team and partner closely with Marketing and Operations to make sure every guest touchpoint feels seamless, human, and full of Salt & Straw magic.Scheduling:Wednesday–Saturday9:00 AM–2:00 PMWednesday & Thursday: In-officeFriday & Saturday: RemoteFlexibility is important in this role. Scheduled days, hours, and remote/in-office expectations may occasionally change based on business needs, peak seasons, holidays, staffing coverage, or operational demands.Candidates should be comfortable supporting occasional schedule adjustments during high-volume periods.What Guest Experience Associates DoGuest Experience Associates support Salt & Straw guests by responding thoughtfully, efficiently, and empathetically across multiple communication channels.You will:Respond to guest inquiries across email, chat, phone, and online reviewsSupport nationwide shipping inquiries including order updates, delays, refunds, and replacementsAssist with in-shop guest feedback, gift card troubleshooting, product questions, and general support needsNavigate platforms such as Shopify, Gorgias, and internal systems to process and modify ordersMaintain accurate documentation and follow established workflows and support proceduresIdentify recurring guest pain points and communicate trends internallyEscalate urgent or complex guest concerns appropriatelyMaintain service level expectations and response time goals in a high-volume environmentRepresent the Salt & Straw brand with warmth, empathy, and professionalismCollaborate closely with the Guest Experience team while managing work autonomously day-to-dayWhat You’ll GetWe offer competitive pay, flexibility, and a people-first culture centered around thoughtful hospitality and growth.Hybrid flexibilityMedical, dental & vision benefit eligibility based on role requirements and hours workedMental Health Support resources available for Team Members and families401(k) participation opportunitiesEducational Support opportunitiesTeam Discount on all the magicFirst Dibs on Flavors before the publicCollaborative, values-driven culture with opportunities for future growth within Guest ExperienceThis Role Might Be Right If You:Have 1+ year of customer service experience in retail, hospitality, eCommerce, or a related environmentAre an excellent written communicator who can balance empathy with efficiencyEnjoy problem-solving and helping people feel supportedThrive in autonomous, detail-oriented work environmentsCan manage repetitive, volume-heavy work while maintaining accuracy and careStay calm and patient during challenging guest interactionsAre comfortable learning new systems and technology quicklyHave experience with platforms like Shopify, Gorgias, Zendesk, or similar tools (helpful, but not required)Are available to work weekends as neededValue collaboration, kindness, accountability, and urgencyWhat Success Looks LikeSuccessful Guest Experience Associates are thoughtful communicators who can independently manage a high volume of guest interactions while making every guest feel heard and cared for. They balance empathy with efficiency, maintain strong attention to detail, and contribute positively to team culture and operational excellence.Wage TransparencyWe are actively embracing pay transparency by disclosing the hiring wage for this role as $19.13–$20.14/hour, highlighting its full earning potential within the broader range of $19.13–$22.50/hour.Important NotesFood Allergy WarningThis role may involve supporting guests with questions related to products containing common food allergens including peanuts, tree nuts, dairy, eggs, soy, wheat, and seafood.Equal Employment OpportunitySalt & Straw is committed to creating an inclusive workplace and provides equal opportunity to all applicants regardless of race, gender, sexual orientation, disability, or background.E-Verify ParticipationWe participate in E-Verify to confirm work authorization.Our ValuesCreate the UnbelievableShow Up GenerouslyAct With Thoughtful CuriosityShare Human KindnessMake It CountThese values guide everything we do — from the way we support our guests to how we show up for one another every day. #J-18808-Ljbffr Salt & Straw