Customer Care Associate

Join to apply for the Customer Care Associate role at Potbelly Sandwich Works

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

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 boutique in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States. Toasty sandwiches are only as good as the people behind them — and we believe we have the best.

• 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

Customer Care Associate (Full Time)

Location:

Support Center (Full Remote)

Reports to:

Manager, Customer Care & Reputation

Job Band:
Full Time

Travel Requirements:
Rarely (Possibly 1‑2x a year)

The Customer Care Associate role is a full‑time, permanent position reporting to the Manager, Customer Care & Reputation. This role is critical to ensuring the satisfaction of Potbelly’s customers, so that they are delighted and continue to return to the brand for their sandwich occasions.

The Customer Care Associate will be responsible for responding to and resolving daily customer issues that are submitted via various online channels. This role will also require providing a summary of customer contact data to help the team better understand customer satisfaction levels overall and for various brand initiatives.

The position will work closely with the Director, Consumer Insights & Innovation, cross‑functional team members, and field team members, helping to address any needs and resolve issues that are under the responsibility of the Customer Care function.

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. Strong communication skills, both written and oral, are paramount for the position.

• Lead and behave according to the 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 utilized by the Customer Care Team.
• Assist Customers with Gift Card and Perk Club issues.
• Assist in preparing reports on a weekly, period and quarterly basis.
• Support the organization’s Customer Care function with a high level of professionalism, empathy, attention to detail and clear communication.
• Always have a customer first mindset by ensuring customer issues are resolved in a kind, helpful, and professional 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.

• Must have the ability to work a full‑time work week schedule Monday‑Friday from 8am‑5pm CT. Schedule could change based on needs of the business.
• Ability to travel as needed, a few times throughout the year for in‑person meetings, training etc.
• Ability to finely manipulate and key in data.
• Ability to work effectively and efficiently both independently and collaboratively.
• 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.
• Must be able to work in a team environment, remaining professional and having a highly coachable mindset to deliver an incredible customer experience.