Guest Experience Representative

About the Role

A fast-growing, celebrity-owned lifestyle food brand in the U.S. is looking for Guest Experience Representatives to join its team.

This is a high-touch, hospitality-driven role where you’ll serve as the voice of the brand; delivering thoughtful, personalized support across email, SMS, and occasional phone interactions during U.S. Pacific hours.

Success in this role requires more than resolving issues, you are expected to create standout guest experiences in real time, with warmth, composure, and attention to detail.

Time: 10 AM - 10 PM (U.S. Pacific Time)

Who You Are

• A hospitality-minded professional who naturally creates warm, engaging, and personalized interactions
• A strong communicator with a friendly, clear, and empathetic tone
• Composed and level-headed in fast-paced, guest-facing situations
• Highly attentive to detail, with strong ownership and follow-through
• Genuinely motivated by service excellence and guest satisfaction, not just task completion

What You'll Do

• Deliver personalized, high-quality guest support across email, SMS, and phone
• Resolve issues with a guest-first mindset, turning challenges into positive experiences
• Go beyond standard responses to create memorable, human-centered interactions
• Coordinate closely with kitchen and service teams to ensure seamless execution
• Uphold white-glove service standards in all guest interactions
• Take ownership of issues end-to-end, ensuring timely and thoughtful resolution

Requirements

• 3+ years in customer-facing roles (guest services, hospitality, client experience, or similar)
• Strong preference for hospitality backgrounds (hotel, airline, restaurant, or high-touch service environments)
• Proven ability to deliver personalized, real-time guest interactions
• Excellent written and spoken English, with a natural and engaging tone
• Demonstrated ability to stay composed, concise, and effective under pressure
• Strong critical thinking and ownership mindset
• Bachelor’s degree preferred
• Must be fully available to work U.S. Pacific hours, including weekends and shifting schedules

Bonus Points For

Experience with Grasshopper CX

Ecommerce support (chat/email) expertise

Benefits

Work From Home

• Training & Development
• Visit the company's website for more information
• Visit website