Guest Experience Associate

Location

Hybrid with three (3) days per week in our Marietta, GA office

VP of Training

Full-Time, Exempt

Pop Up Bagels is not just a bagel company—we’re a cultural movement. Our stores are small, our vibes are loud, and our energy is contagious. From signature neon and iconic bullhorns to our “Not Famous but Known” mirror, we’ve reimagined not just how a bagel is created, but how it’s enjoyed:
Grip, Rip and Dip! With a cult-like following, massive social presence, and unparalleled collaborations with top companies, partners and Brand Ambassadors Pop Up Bagels is defining a new food lifestyle brand.

We keep things simple, but we do them really, really well. And our customers agree.

The Guest Experience Associate is responsible for operating the full guest experience function by serving as the primary point of contact for all guest-facing communication and ensuring every interaction reflects our brand's personality, quality, and hospitality standards.

This role manages and responds to all inbound guest inquiries received through our website and via phone, handling everything from general questions to complaints and recovery situations with professionalism and care. The GX Associate owns the upkeep of our response library, ensuring messaging stays current, on-brand, and effective across all use cases. Beyond direct guest communication, this role engages thoughtfully with guests across multiple social media and review platforms, addressing both positive and negative feedback in a way that protects and elevates our brand reputation.

The GX Associate also serves as a key support resource for our operator network, assisting with order-related inquiries including changes, refunds, and other operational needs that require coordination and follow-through. This role works cross-functionally across teams to resolve issues efficiently and ensure a consistently excellent experience at every touchpoint.

Schedule: This is a full-time position working Wednesday through Sunday, aligned with peak guest interaction and message volume days.

• Monitor and manage inbound guest feedback across multiple social media, review, and customer communication platforms
• Own outbound communication by responding to guest comments, reviews, and messages with professionalism, empathy, personality, and brand voice consistency
• Serve as the primary point of contact for all guest inquiries submitted through the company website and via phone, ensuring timely and thoughtful responses
• Handle operator-facing inquiries related to order changes, refunds, and other operational support needs, coordinating with the appropriate internal teams to drive resolution
• Use customer service engagement strategies and keyword monitoring to proactively identify trends, concerns, and opportunities
• Support guest recovery efforts by resolving issues and ensuring guests feel heard and valued
• Own the guest response library by crafting and maintaining responses for a variety of guest situations, including escalations and sensitive feedback
• Collaborate with Operations, Marketing, Training, and other cross-functional teams to share insights and improve the guest experience
• Maintain accurate documentation and communication within reputation management software and internal systems
• Identify recurring themes and provide actionable feedback to leadership teams
• Help reinforce a culture centered around hospitality, fun, teamwork, and high-quality experiences

• High school diploma or equivalent required
• Minimal previous experience required — relevant internship experience or coursework in hospitality, communications, marketing, business, or a related field will be considered
• Prior experience in customer service, hospitality, guest relations, social media engagement, or reputation management a plus but not required
• Excellent written and verbal communication skills with strong attention to tone and detail
• Ability to manage multiple platforms and priorities in a fast-paced environment
• Strong problem-solving and guest recovery skills
• Collaborative mindset with the ability to work effectively across teams
• Comfortable…