Guest Care Agent

Job Description

Insight Global's client, a national quick-service restaurant brand, is seeking a full-time Guest Services Agent to join its remote guest care team. This is a hands-on, written support role focused on resolving guest concerns across ticket queues, reviews, cases, and social care. There are no phones; the work is chat, email, and ticket based. Restaurant experience is not required, and full training is provided on the brand's systems and processes.

Day to Day/Key Responsibilities:

• Handle assigned guest tickets across support platforms such as Zendesk
• Personalize approved macros with empathetic, guest-specific edits that address every issue raised
• Investigate guest concerns independently and escalate when appropriate
• Offer approved recovery options, including inconvenience points when eligible
• Maintain accurate tags, case notes, follow-ups, and escalation records
• Resolve tickets efficiently while keeping guest satisfaction high
• Use AI tools such as ChatGPT to refine responses, following team approval guidelines Communicate coverage changes in advance whenever possible

Skills and Requirements

• 1+ years of prior guest services or customer support experience
• Written support experience across chat, email, or ticket queues
• Strong written communication, empathy, and de-escalation skills
• Close attention to detail for tagging, documentation, and addressing every guest concern
• Ability to investigate, problem-solve, multitask, and make independent decisions within guidance
• Microsoft tools, including Outlook
• Need to have flexible schedules and able to work weekends. Availability for 32 to 40 hours a week on Eastern Time, with dependable night, Friday, and weekend coverage Ability to work independently from home with own equipment and reliable internet
• Zendesk or similar guest support platforms
• Guest services supervisory experience
• Comfort using AI tools (such as ChatGPT) to refine written responses
• Track record of high ticket resolution with strong CSAT Experience responding to online reviews or social media care

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.