Hungryroot

Customer Care Specialist

Hungryroot

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $40,000 - $50,000 per year

Job Level

JuniorMid-Level

About the role

  • Respond to a high volume of customer comments and questions across email, phone, SMS, live chat, and social media while consistently meeting daily resolution targets, First Response Time goals, and SLA commitments.
  • Moderate the Facebook Group and other brand communities by reviewing and approving posts, removing off-topic or harmful content, responding to questions and ensuring conversations align with community guidelines.
  • Produce a weekly social community roundup that captures feedback on digital product, grocery discovery, and customer service themes.
  • Strengthen and grow our reputation on Reddit and Trustpilot through proactive engagement, thoughtful responses, and awareness of platform norms.
  • Identify emerging topics across social channels and translate them into actionable insights for Operations, Marketing and Product teams.
  • Lead quality control across brand voice, tone, and engagements while consistently achieving Customer Satisfaction (CSAT) goals.
  • Support lifecycle messaging through Braze by assisting with issue and shipping communications sends during high-impact moments.
  • Maintain and update Zendesk macros, Help Center FAQs, and AI-Agent templates to ensure customers have access to accurate and timely information.

Requirements

  • 2+ years in a customer-facing support or communications role
  • Experience managing social channels or online customer communities (Facebook Group preferred)
  • 1+ years of experience working with a CRM platform (Zendesk (preferred), Kustomer or Gorgias)
  • Familiarity with Braze a plus
  • Excellent copywriting and editing skills
  • Open to traveling for team building opportunities throughout the year
  • Emotionally intelligent, solution-oriented communication
  • Organized, detail-oriented, and comfortable navigating multiple tools
  • Motivated, positive, proactive, and transparent attitude with the ability to jump right in
  • Passion for healthy living and brightening customers’ days
Benefits
  • Remote-first: work from home, work from our NYC office, work from anywhere in the U.S. - you decide!
  • Equity
  • Unlimited vacation policy
  • Universal paid parental leave
  • Monthly Hungryroot credit for delicious, healthy groceries
  • Comprehensive health, vision, dental, and life insurance
  • 401k with Company Match
  • A work from home stipend to support your initial home-office setup

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
copywritingeditingcustomer supportsocial media managementcommunity moderationissue resolutiondata analysisquality controllifecycle messagingcustomer satisfaction
Soft skills
emotional intelligencesolution-oriented communicationorganizationdetail-orientedproactive attitudepositive attitudetransparencyteam collaborationadaptabilitycustomer engagement