Freelance Customer Experience Associate

Location: Remote

Who We Are: Banza reimagines your favorite comfort foods, like pasta, pizza, mac & cheese, and rice using chickpeas. Why? Because we know chickpeas aren’t just delicious, they’re also one of the most nutritious and sustainable foods. Yet 80% of the country isn’t eating enough of them. Our mission is to inspire people to eat more chickpeas and other beans, making a positive impact on human health and the environment. Banza is the fastest-growing pasta brand in the country, and our products are available in over 21,000 stores nationwide. We’ve been named one of TIME Magazine’s Best Inventions of the Year, Adweek’s Best Food Brand, and are proud to have fans at Good Morning America, The New York Times, Food & Wine, Bon Appetit, and more.

Your Mission: Banza is seeking a freelance Customer Experience Associate! This person will play a critical role in the customer journey by engaging with our customers across various platforms, including email, social channels and e-commerce channels.

What You’ll Do

Manage all inquiries to Banza’s info@ email
Resolve all high-priority customer complaints efficiently, empathetically and discreetly
Monitor and respond to customer comments on all social channels, paid ads and e-commerce review listings
Collaborate with key members of Banza’s marketing and product team as needed
Coordinate product replacements, refunds and donation requests
Develop a strong understanding of Banza’s products and benefits
Who You Are

1-2 years of experience in a customer-facing role
Able to commit 15-20 hours per week
Can-do attitude that allows you to turn a negative experience into a positive one!
Excellent communicator and strong writer who can tailor responses to fit the situation
Bonus if you’ve worked with CX tools like Gorgias and Shopify backend; if not, willingness to learn

15-20 hours/week