Customer Care Associate

Position Summary

The Customer Care Associate is responsible for maintaining a high standard of guest engagement across all digital platforms. This role monitors online customer reviews, messages, and comments—on Yelp, Google, Instagram, and other channels—and responds with warmth, professionalism, and accuracy. Acting as the bridge between guests and cafe management, this position ensures that every inquiry or concern is addressed promptly and with genuine hospitality.

Key Responsibilities

To uphold our commitment to thoughtful, responsive guest communication while providing valuable insights that help improve daily operations and enhance the guest experience.

• Monitor and respond to customer feedback, reviews, and messages across all social and digital platforms (Yelp, Google, Instagram, etc.).
• Communicate with operations managers and team members to gather details needed to respond thoughtfully to customer inquiries and concerns.
• Craft personalized, brand-aligned responses that reflect care, empathy, and hospitality.
• Track and analyze recurring feedback or complaint trends, sharing insights with management to support operational improvements.
• Collaborate with management and culinary teams to ensure guest feedback is acknowledged and addressed constructively.
• Maintain a consistent tone of voice that aligns with the company’s values and guest experience standards.
• Support general customer service initiatives, including digital guest relations, lost-and-found inquiries, and online reputation management.
• Assist with other guest communication or administrative tasks as assigned.

Qualifications

Core Competencies