Customer Care Coordinator

About the role

Chipotle is looking for a Customer Care Coordinator to act as a frontline ambassador, engaging with guests across multiple channels. You will provide timely, empathetic support while upholding Chipotle’s brand voice and hospitality standards.

Key responsibilities

• Respond to guest inquiries via ServiceNow, chat, email, phone, and social platforms with brand‑aligned communication.
• Tri­age, prioritize, and resolve cases to meet or exceed SLA targets for first response and resolution.
• Document every interaction in ServiceNow, including case notes and status updates.
• De‑escalate challenging conversations using empathy and solution‑focused communication, escalating to senior analysts or managers when needed.
• Handle escalated contacts for Executive Leadership, ensuring end‑to‑end resolution and follow‑up.
• Support outsourced Care Center agents by providing real‑time guidance and handling specialized cases.
• Participate in meetings, quality calibrations, and training to stay current on policies, promotions, and new menu items.
• Collaborate cross‑functionally with Operations, Digital, Marketing, PR, and Legal to improve training, quality, and guest‑facing messaging.

Required profile

• High school diploma or GED required; Bachelor’s degree preferred.
• 1‑3 years of experience in customer care or a related field preferred.
• Familiarity with case‑management systems, preferably ServiceNow.

Required skills

• ServiceNow