Customer Experience Associate

About Us When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you! Position Overview We are looking for a Bilingual Spanish & English Customer Experience Associate. This role serves as a critical initial connection point between our brand and our existing and potential customers. The Bilingual Customer Experience Associate’s primary responsibility is to document and address customer inquiries and concerns, resolve complaints and ensure overall customer satisfaction. This role requires high emotional intelligence, brand advocacy, sound judgement, and real-time responsiveness across a variety of communication platforms, including social media and traditional Customer Care channels. Additionally, they may be involved in upselling or cross-selling products, providing technical support, and escalating concerns and complex issues. Responsibilities Resolve incoming customer contacts across channels (email, social media, etc.) related to product, service, digital/mobile app, restaurant experience, and general brand sentiment. Manage high-priority case queues, including escalations from third-party partners, delivery providers, senior leadership, and field-based employees. Escalate complex or location-specific issues to the appropriate restaurant operators and/or internal stakeholders. Document case details, solutions provided, and customer communications with accuracy and clarity. Act as the brand voice across public and private social media interactions, adhering to brand voice and communication guidelines. Monitor social media channels for potential brand risk and escalate potential brand-damaging content or situations to internal leadership. Conduct investigative social media reviews to identify root causes of issues. Education High School Diploma/GED Travel 5% Pay Range $20.00 – $30.00 / hour What We Expect From You Bilingual in Spanish and English. 3+ years in customer service, social media support, or community management. Strong written and verbal communication skills with the ability to represent a brand voice across platforms. Empathy, patience, and the ability to handle stressful situations calmly. Positive attitude, willingness to learn, and ability to work independently as part of a team. Technical skills and experience using CRM tools and social media listening platforms. Strong problem-solving skills and demonstrated ability to manage escalations. Knowledge of digital apps and delivery platforms. Expected Work Location It is expected that you will primarily perform work remotely. You may be asked to travel to the Wendy’s Restaurant Support Center (RSC) or other locations as designated by the Company. Benefits Our restaurant support roles are eligible for a wide array of benefits, including parental leave, free EAP sessions, company 401k match, and more. For further details about our benefits, please visit our benefits website, NOTE: Wendy’s benefits, bonus, and other incentives are governed by the applicable legal plans and policies. #J-18808-Ljbffr