Specialist, Guest Support

The Zaxby’s Support Center is looking for a Guest Support Specialist to join the Guest Experience team. The Guest Support Specialist will interact with guests in a manner that optimizes Zaxby’s Franchising LLC’s vision of excellent guest service while solving guest service concerns and helping with various department initiatives. This position’s primary responsibility will be web and social media responses. The ideal candidate has high emotional intelligence and acute social awareness, understanding social, cultural, and ethical norms, and possesses the ability to appropriately evaluate guest comments and inquiries and respond accordingly. This function will assist the Guest Experience team with distributing and resolving general guest issues on our CRM and Social Media platforms and will work to aid with account issues related to guest’s mobile app and rewards accounts. They will also work as part of a team to collaborate on solving systemic issues and developing responses across the brand. This position will be a champion of Zaxby’s guest experience at ZFL, in the restaurants and in the digital ordering process. As we continue to grow, our strategies have set us up for success to be the top offering in Chicken Fingerz, Boneless Wings and Zalads. We’d love to have you as part of our team! This position is based in the Atlanta, GA area and is fully remote. Benefits include: Medical, Dental and Vision insurance Company-paid Disability, Critical Illness, and Basic Life insurance 401K participation with Company match 50% off meal discount at company-owned locations Parental Leave Child Care Assistance Education Assistance Program PTO and 9 Company Holidays + 2 Floating Holidays ESSENTIAL JOB FUNCTIONS Essential duties may include but are not limited to the following: Responds to guests on all social media platforms and review sites; responds directly to guests primarily via direct messaging and phone when necessary Routinely monitors and distributes general guest feedback, requests, comments through the Freshdesk and the Sprout systems and resolves issues as deemed necessary Responsible for the process of guest recovery from start to finish in a timely manner: from first submission to final resolution in the Freshdesk and Sprout systems Provides app support and technical resolutions for guests’ mobile app accounts when issues arise Works with internal departments to ensure guests’ requests and concerns are addressed and closed out in a timely manner Works with the team to sharpen responses and resolutions to recurring general guest issues Analyzes the guests’ feedback to identify patterns of guest concern/issues Partners with internal teams and external business partners to ensure initiatives have the necessary support for successful implementation and execution of positive Guest Experiences Interacts daily with franchisees, above store leadership and store managers to assist with routing and guest resolution Keeps informed and up to date on changes in the Zaxby’s Operation Platform that can affect guest interactions Stays up to date with current technology, business, and market trends to identify best in class innovative solutions KEY COMPETENCIES Acute social awareness: understanding of social, cultural, and ethical norms and ability to appropriately evaluate and respond accordingly Comprehensive knowledge and understanding of all social media platforms, including but not limited to Facebook, Instagram, X, TikTok, Google Familiarity with guest feedback or database platforms preferred, such as SMG, Sprout, Uberall, Freshdesk Self-starter and self-motivated efforts without the need for daily direction Outstanding written and oral communication skills Experience in collaborative, team building, and servant-led environments Must have the ability to handle difficult interactions with tact, empathy, and professionalism Previous “firsthand” experience in restaurant or retail situations; experience in a franchisee/franchisor environment preferred Ability to work in a quickly evolving role EDUCATION AND EXPERIENCE GUIDELINES Education : Bachelor’s Degree in Communication, Hospitality, Business/Management, or related field; OR equivalent combination of education and experience Experience : 1-2 years of related experience in at least one of the following areas: restaurant hospitality, entertainment, food and beverage, retail. Previous experience with database platforms is desired but not required. Zaxby’s Franchising LLC is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state or local law. PAY RANGE: $64,000 - $73,000