Customer Care Specialist

• 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.

• 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

Pay range: $40K - $50K

• 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