Part-Time Customer Support Associate I Guest Experience

Job DetailsJob Location: Portland Support Center - Portland, OR 97232Position Type: Full TimeSalary Range: $19.13 - $20.14 Hourly

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. 

 
QualificationsWage 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 invo