Customer Care Associate

Customer Care Associate (Full Time)

Location: Support Center (Full Remote) – 100% remote in the United States

Reports to: Manager, Customer Care & Reputation

Travel Requirements: Rarely (Possibly 1-2 times a year)

Compensation: $55,000 - $60,000 base salary range with annual bonus potential.

• 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
• 401(k) with company match
• Employee Assistance Program
• Paid Time Off
• Discount Program
• Flexible Work Schedule
• Career growth opportunities

The Customer Care Associate role is a full‑time, permanent position that is critical to ensuring the satisfaction of Potbelly customers. This role responds to and resolves daily customer issues submitted via various online channels, and provides data summaries to help the team understand overall customer satisfaction and support brand initiatives.

The associate works closely with the Director of Consumer Insights & Innovation, cross‑functional team members, and field team members to address needs and resolve issues within the Customer Care function.

Potbelly values creativity, innovation, and results orientation. Our customers expect a detailed, customer‑first mindset, strong communication skills, and a passion for delivering results.

• Lead and behave according to Potbelly Values and uphold the Potbelly Way.
• Respond to all customer contacts in a timely manner and ensure satisfactory resolution while adhering to Potbelly’s standards, policies and procedures.
• Communicate with customers through email, phone, social media or other digital channels.
• Assist customers with Gift Card and Perk Club issues.
• Prepare weekly, periodic, and quarterly reports.
• Support the Customer Care function with professionalism, empathy, attention to detail, and clear communication.
• Maintain a customer‑first mindset and ensure issues are resolved in a kind, helpful, and professional manner.
• Promote the Potbelly brand and encourage repeat customer visits.
• Collaborate closely with Potbelly team members and establish effective working relationships.
• Perform other tasks as required.

• Work a full‑time schedule Monday–Friday, 8 am–5 pm CT (schedule may change based on business needs).
• Travel occasionally for in‑person meetings, training, etc.
• Manipulate and key data accurately.
• Work independently and collaboratively with high efficiency.
• Apply problem‑solving skills to identify and resolve customer issues.
• Communicate through text, telephone, e‑mail, instant messaging, video conferencing, and in‑person interactions.
• Work professionally in a team environment with a coachable mindset.

• 2+ years of experience in Restaurant or Retail Customer Care/Customer Service.
• Demonstrated ability to work with online dashboards and tools to respond to customer issues.
• Customer‑first mindset and passion for the brand.
• Creative and analytical thinking.
• Proficiency in communications to resolve issues.
• Proficiency with MS Outlook, Word and Excel.
• High attention to detail and timely, independent follow‑through.
• Ability to handle confidential and sensitive information.

Final date to receive applications: until 4/30/2026. We encourage all individuals to submit their applications.

Potbelly actively creates and promotes an inclusive environment, respecting and embracing diversity. We are an equal‑opportunity employer. Each applicant will be considered for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, veteran status, or any other basis protected by applicable law.