Customer Care Associate

• $55,000 - $60,000 base salary range + annual bonus potential! 
• 100% remote in the United States

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation? 

What’s In It For You**: 

• Competitive pay with performance-based annual raises! 
• Medical, Dental & Vision Insurance  
• Domestic Partnership Benefits 
• Paid Parental Leave 
• FSA and HSA with Employer Contribution  
• Commuter Benefit Program  
• Retirement Savings 401(k) WITH company match 
• Employee Assistance Program  
• Paid Time Off  
• Discount Program  
• Flexible Work Schedule  
• Career growth opportunities  

**If hired, you must meet and maintain all eligibility requirements to qualify**

GENERAL DESCRIPTION

The Customer Care Associate role that will support Customer Care for Potbelly, responding to and resolving daily customer issues that are submitted via an online survey. This role is critical to ensure the satisfaction of Potbelly's customers and that they continue to return to the brand for their sandwich occasions. The role may also require additional help with putting together spreadsheet summaries of data that help the team better understand customer satisfaction levels. This position reports to the Director, Consumers Insights & Innovation and works closely with the Customer Care team.

Potbelly looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Our Customer Care professionals need to demonstrate strong attention to detail and a customer first mindset. Our marketers are team players, comfortable with ambiguity and passionate about delivering results. Strong communication skills, both written and oral, are paramount for the position.

Timeframe for this position will be training in November for 10 hours and part-time in November 2025 through at least the end of January 2026 for 20 hours per week (4 hours per day, Monday-Friday, 11am-3pm CST).

 

 

RESPONSIBILITIES

• Lead and behave according to the Potbelly Values and uphold the Potbelly Way.
• Support the organization's Customer Care function with a high level of professionalism, attention to detail, and clear communication
• Put the customer first by ensuring their issues are resolved in a kind, helpful manner
• Be passionate about the Potbelly brand and making sure all customers want to return
• Work closely with Potbelly team members and establish effective working relationships
• Other tasks, as required

 

ESSENTIAL FUNCTIONS

• Must have the ability/stamina to work 15-20 hours per week.
• Ability to travel as needed, a few times throughout the duration of the work contract.
• Ability to finely manipulate and key in data.
• Must be able to engage in problem-solving skills to help identify and solve potential customer issues.
• Must be able to communicate heavily through text, telephone, e-mail, instant messaging, video conferencing, and
• in-person communications.
• Highly coachable.

EXPERIENCE, EDUCATION AND BEHAVIORS

•  Demonstrated 1-2+ years of experience in a customer service role; Associate or Bachelors Degree