Customer Experience Associate

Consumer Experience Associate — Part-TimeLocation: Cleveland, OhioHours: Approximately [6-10] hours per weekSchedule: M-F day shift, 2-3 hours per workdayReports to: Integrated Marketing ManagerHelp us keep the fermented fam happy.Cleveland Kitchen is looking for a friendly Consumer Experience Associate to be the voice behind our inbox.You’ll connect directly with the people who buy, eat, and love our fresh fermented foods—answering questions, solving problems, sharing product knowledge, and making sure every consumer feels heard. Whether someone wants to know where to find their favorite kimchi, has a question about fermentation, or needs help with a product experience, you’ll bring warmth, clarity, and a little Cleveland Kitchen personality to every conversation.This is a part-time role for someone who genuinely enjoys helping people, writes with energy and empathy, and can turn even a tricky message into a positive brand moment.What you’ll doRespond to consumer questions and feedback submitted through our website and inboxDeliver fast, thoughtful, on-brand replies that feel human—not cannedHelp consumers with product questions, ingredients, store availability, coupons, and general troubleshootingHandle complaints with empathy, confidence, and a solutions-first mindsetLearn our products inside and out, from kraut and kimchi to pickles, slaws, and saucesDocument conversations accurately and escalate food-safety, quality, or sensitive issues to the right team membersSpot recurring questions, emerging themes, and useful consumer insightsShare feedback with our marketing, sales, quality, and product teams to help us keep getting betterHelp build and maintain response templates, FAQs, and consumer-care resourcesBe a champion for the Cleveland Kitchen voice in every interactionYou’ll be great at this if you…Enjoy writing with a warm, upbeat, conversational styleLove helping people and know how to make them feel heardCan stay cool, kind, and solutions-focused when conversations get complicatedPay close attention to details without losing your sense of urgencyTake initiative, ask questions, and follow throughCan balance personality with professionalismHave a genuine interest in food, wellness, consumer brands, or all threeBelieve that a great reply can turn a customer into a lifelong fanBonus points forPrevious experience in customer service, hospitality, community management, social media, or a consumer packaged goods brandFamiliarity with customer-support platforms, CRM tools, or shared inboxesExperience responding to product-quality or food-related questionsWhy Cleveland Kitchen?Cleveland Kitchen is on a mission to elevate everyday meals with fresh, flavorful, gut-happy fermented foods. Born at Midwest farmers markets and now found in more than 15,000 stores nationwide, we’re bringing bold flavor, real ingredients, and fresh fermentation to refrigerators across the country.We’re entrepreneurial, collaborative, curious, and always ready to roll up our sleeves. We move quickly, care deeply about what we make, and believe the best brands build real relationships with the people they serve.If you’re excited to connect with our community and help make every Cleveland Kitchen experience a craveable one, we’d love to meet you.