Customer Experience Associate at Cleveland Kitchen in Cleveland, Ohio

Consumer Experience Associate - Part-Time

Cleveland, Ohio

Approximately [6-10] hours per week

M-F day shift, 2-3 hours per workday

Reports to: Integrated Marketing Manager

Help us keep the fermented fam happy.

Cleveland Kitchen is looking for a friendly Consumer Experience Associate to be the voice behind our inbox. You'll connect directly with the people who buy, eat, and love our fresh fermented foods-answering questions, solving problems, sharing product knowledge, and making sure every consumer feels heard. Whether someone wants to know where to find their favorite kimchi, has a question about fermentation, or needs help with a product experience, you'll bring warmth, clarity, and a little Cleveland Kitchen personality to every conversation. This is a part-time role for someone who genuinely enjoys helping people, writes with energy and empathy, and can turn even a tricky message into a positive brand moment.

What You'll Do

• Respond to consumer questions and feedback submitted through our website and inbox
• Deliver fast, thoughtful, on-brand replies that feel human-not canned
• Help consumers with product questions, ingredients, store availability, coupons, and general troubleshooting
• Handle complaints with empathy, confidence, and a solutions-first mindset
• Learn our products inside and out, from kraut and kimchi to pickles, slaws, and sauces
• Document conversations accurately and escalate food-safety, quality, or sensitive issues to the right team members
• Spot recurring questions, emerging themes, and useful consumer insights
• Share feedback with our marketing, sales, quality, and product teams to help us keep getting better
• Help build and maintain response templates, FAQs, and consumer-care resources
• Be a champion for the Cleveland Kitchen voice in every interaction

You'll Be Great At This If You...

• Enjoy writing with a warm, upbeat, conversational style
• Love helping people and know how to make them feel heard
• Can stay cool, kind, and solutions-focused when conversations get complicated
• Pay close attention to details without losing your sense of urgency
• Take initiative, ask questions, and follow through
• Can balance personality with professionalism
• Have a genuine interest in food, wellness, consumer brands, or all three
• Believe that a great reply can turn a customer into a lifelong fan

Bonus Points For

• Previous experience in customer service, hospitality, community management, social media, or a consumer packaged goods brand
• Familiarity with customer-support platforms, CRM tools, or shared inboxes
• Experience responding to product-quality or food-related questions

Why Cleveland Kitchen?

Cleveland Kitchen is on a mission to elevate everyday meals with fresh, flavorful, gut-happy fermented foods. Born at Midwest farmers markets and now found in more than 15,000 stores nationwide, we're bringing bold flavor, real ingredients, and fresh fermentation to refrigerators across the country. We're entrepreneurial, collaborative, curious, and always ready to roll up our sleeves. We move quickly, care deeply about what we make, and believe the best brands build real relationships with the people they serve. If you're excited to connect with our community and help make every Cleveland Kitchen experience a craveable one, we'd love to meet you.