Customer Experience Specialist

About Us

At our company, we are more than a place to enjoy pastries and coffee. We are a neighborhood bakery café where warmth, quality, and connection come together through our distinctive bakery experience, featuring freshly baked breads, pastries, cakes, and beverages. As our franchise network continues to grow, we are committed to delivering a consistent and positive experience at every bakery café. We are seeking a customer-focused and highly organized Customer Experience & Satisfaction Specialist to manage customer inquiries, coordinate issue resolution, and help us better understand and respond to customer feedback.

Position Summary

The Customer Experience Specialist is responsible for the day-to-day management of customer inquiries, complaints, compliments, and feedback received through the company’s customer service channels. This position communicates directly with customers, gathers relevant information, documents each case, and coordinates with bakery cafés and internal departments to support timely and appropriate resolutions. The Specialist also tracks recurring concerns, maintains customer service records, and prepares regular reports on customer satisfaction and common experience issues. This is a hands-on role for someone who is empathetic, detail-oriented, and comfortable managing multiple customer cases in a fast-paced environment. The ideal candidate takes ownership of follow-up, communicates professionally, and remains calm when handling sensitive or escalated concerns.

Essential Duties and Responsibilities

Customer Inquiry and Case Management

• Monitor designated customer service channels, including email, website submissions, customer surveys, and other feedback platforms.

• Respond to customer questions, complaints, compliments, and requests within established response-time standards.

• Gather the information needed to investigate customer concerns, including bakery location, date and time of visit, purchase details, photographs, receipts, and other relevant documentation.

• Accurately enter, categorize, and maintain customer cases in the company’s tracking or ticketing system.

• Coordinate with Operations, Quality Control, Marketing, Digital Experience, Supply Chain, and bakery leadership to research and resolve customer concerns.

• Follow up with internal partners and bakery cafés to keep cases moving toward resolution.

• Prepare clear, empathetic, and accurate customer responses using approved messaging and brand guidelines.

• Escalate food safety, allergen, product quality, employee conduct, legal, security, media, or reputational concerns to the appropriate internal team.

• Communicate approved resolutions, service-recovery options, or next steps to customers.

• Confirm that cases are properly documented and closed once all necessary follow-up has been completed.

• Maintain professional and confidential records of customer interactions.

Customer Satisfaction Tracking and Reporting

• Categorize customer feedback by bakery, issue type, product, channel, and resolution status.

• Maintain accurate trackers for open cases, overdue follow-ups, escalated concerns, and completed resolutions.

• Compile weekly and monthly summaries of customer inquiries, complaint volume, response times, resolution status, and recurring themes.

• Track available customer satisfaction measures, such as survey results, satisfaction scores, or Net Promoter Score.

• Identify repeated concerns or sudden increases in complaints and promptly notify leadership.

• Provide supporting details and examples to help internal teams understand common customer pain points.

• Assist with customer surveys and other feedback-collection activities.

• Verify the accuracy of customer experience data before reports are distributed.

Customer Communications and Administrative Support

• Maintain and update approved response templates, FAQs, standard operating procedures, contact lists, and escalation guidelines.

• Draft routine customer notices, follow-up messages, FAQs, and other customer-facing materials as assigned.

• Update customer response language when products, promotions, policies, or operational procedures change.

• Proofread customer-facing communications for accuracy, clarity, grammar, and consistency.

• Help ensure that responses across customer service channels reflect the brand voice.

• Maintain organized electronic files and supporting documentation for customer cases.

• Participate in regular check-ins with internal teams to review open cases and outstanding follow-up items.

• Provide administrative and communications support for customer experience initiatives as needed.

• Perform other related duties as assigned.

Qualifications

• Bachelor’s degree in Communications, Business, Hospitality, Marketing, or a related field preferred, or an equivalent combination of education and professional experience.

• 3 or more years of experience in customer service, guest relations, customer support, complaint resolution, communications, or a related field.

• Experience responding directly to customer questions, complaints, and escalated concerns.

• Excellent written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.

• Strong organizational skills and attention to detail.

• Demonstrated ability to manage multiple cases, deadlines, and follow-up items simultaneously.

• Sound judgment and the ability to recognize when an issue requires immediate escalation.

• Experience using CRM systems, customer service ticketing tools, feedback platforms, or shared case-management systems.

• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.

• Ability to compile, organize, and summarize basic customer service data.

• Ability to work collaboratively with bakery operators, franchisees, and corporate departments.

• Experience in the restaurant, bakery, retail, hospitality, or franchise industry is preferred.

Core Competencies

• Customer empathy and service orientation

• Case ownership and follow-through

• Clear and professional communication

• Attention to detail and accuracy

• Organization and time management

• Practical problem-solving

• Sound judgment and appropriate escalation

• Ability to remain calm and professional under pressure

• Collaboration and responsiveness

• Commitment to customer satisfaction and continuous improvement

What We Offer

• A dynamic and collaborative work environment with a mission-driven brand.

• Opportunities for professional growth within a rapidly expanding franchise network.

• A competitive salary and benefits package.

• The opportunity to directly improve the experiences of our customers and bakery café teams.