Part-Time Customer Support Associate I Guest Experience

Part-Time Customer Support Associate I Guest Experience 

Portland, OR | Hybrid Opportunity 

Part-Time | Hourly $19.13-$20.14 (Non-Exempt) 

At Salt & Straw, the guest experience doesn’t stop at the scoop shop—it travels far and wide, just like our ice cream. We’re looking for a thoughtful, empathetic, and highly organized Guest Experience Associate to help support guests nationwide across email, chat, phone, and online reviews. From tracking down shipping updates to troubleshooting gift cards to hearing out in-shop feedback and answering product questions, you’ll be the friendly problem-solver behind every interaction. This role is all about turning questions into answers—and moments of friction into moments of care. You’ll join our Guest Experience team and partner closely with Marketing and Operations to make sure every guest touchpoint feels seamless, human, and full of Salt & Straw magic.

 

Scheduling:

• Wednesday–Saturday 

• 9:00 AM–2:00 PM 

• Wednesday & Thursday: In-office 

• Friday & Saturday: Remote 

Flexibility is important in this role. Scheduled days, hours, and remote/in-office expectations may occasionally change based on business needs, peak seasons, holidays, staffing coverage, or operational demands. 

Candidates should be comfortable supporting occasional schedule adjustments during high-volume periods. 

 

What Guest Experience Associates Do 

Guest Experience Associates support Salt & Straw guests by responding thoughtfully, efficiently, and empathetically across multiple communication channels. 

You will: 

• Respond to guest inquiries across email, chat, phone, and online reviews

• Support nationwide shipping inquiries including order updates, delays, refunds, and replacements

• Assist with in-shop guest feedback, gift card troubleshooting, product questions, and general support needs

• Navigate platforms such as Shopify, Gorgias, and internal systems to process and modify orders

• Maintain accurate documentation and follow established workflows and support procedures

• Identify recurring guest pain points and communicate trends internally

• Escalate urgent or complex guest concerns appropriately

• Maintain service level expectations and response time goals in a high-volume environment

• Represent the Salt & Straw brand with warmth, empathy, and professionalism

• Collaborate closely with the Guest Experience team while managing work autonomously day-to-day

 

What You’ll Get 

We offer competitive pay, flexibility, and a people-first culture centered around thoughtful hospitality and growth. 

💻 Hybrid flexibility

🏥 Medical, dental & vision benefit eligibility based on role requirements and hours worked 

🧠 Mental Health Support resources available for Team Members and families 

💵 401(k) participation opportunities 

📚 Educational Support opportunities 

🧁 Team Discount on all the magic 

🍦 First Dibs on Flavors before the public 

🌿 Collaborative, values-driven culture with opportunities for future growth within Guest Experience 

 

This Role Might Be Right If You: 

• Have 1+ year of customer service experience in retail, hospitality, eCommerce, or a related environment

• Are an excellent written communicator who can balance empathy with efficiency

• Enjoy problem-solving and helping people feel supported

• Thrive in autonomous, detail-oriented work environments

• Can manage repetitive, volume-heavy work while maintaining accuracy and care

• Stay calm and patient during challenging guest interactions

• Are comfortable learning new systems and technology quickly

• Have experience with platforms like Shopify, Gorgias, Zendesk, or similar tools (helpful, but not required)

• Are available to work weekends as needed

• Value collaboration, kindness, accountability, and urgency

 

What Success Looks Like 

Successful Guest Experience Associates are thoughtful communicators who can independently manage a high volume of guest interactions while making every guest feel heard and cared for. They balance empathy with efficiency, maintain strong attention to detail, and contribute positively to team culture and operational excellence. 

 

Wage Transparency 

We are actively embracing pay transparency by disclosing the hiring wage for this role as $19.13–$20.14/hour, highlighting its full earning potential within the broader range of $19.13–$22.50/hour. 

 

Important Notes 

Food Allergy Warning 

This role may involve supporting guests with questions related to products containing common food allergens including peanuts, tree nuts, dairy, eggs, soy, wheat, and seafood. 

Equal Employment Opportunity 

Salt & Straw is committed to creating an inclusive workplace and provides equal opportunity to all applicants regardless of race, gender, sexual orientation, disability, or background. 

E-Verify Participation 

We participate in E-Verify to confirm work authorization. 

 

Our Values 

Create the Unbelievable 

Show Up Generously 

Act With Thoughtful Curiosity 

Share Human Kindness 

Make It Count 

These values guide everything we do — from the way we support our guests to how we show up for one another every day.