Support customers across social, email, phone, SMS, and live chat while keeping response times, SLAs, and CSAT on point. This role leans heavily into social community management, especially Facebook Group moderation, plus reputation support across Reddit and Trustpilot.
About Hungryroot
Hungryroot uses AI to help people eat healthier with personalized grocery recommendations, easy recipes, and wellness essentials. They’re remote-first across 28+ states, with a NYC HQ and a culture built around collaboration, accountability, and team connection.
Schedule
- Full-time, remote (U.S.)
- 40 hours/week in 8-hour shifts
- Includes weekends and some holidays
- Overtime may be needed during high-impact moments
- No visa sponsorship
What You’ll Do
- Respond to high-volume customer questions via email, phone, SMS, live chat, and social while meeting resolution targets, first response time goals, and SLAs
- Moderate Hungryroot’s Facebook Group and other communities by approving posts, removing harmful or off-topic content, and keeping conversations aligned to guidelines
- Create a weekly community roundup capturing feedback themes tied to product, grocery discovery, and service
- Strengthen and protect brand reputation on Reddit and Trustpilot through proactive, platform-aware engagement
- Identify emerging social trends and translate them into actionable insights for Operations, Marketing, and Product
- Lead quality control for brand voice, tone, and community engagement while hitting CSAT goals
- Support lifecycle messaging in Braze, including issue and shipping communications during high-impact moments
- Maintain and update Zendesk macros, Help Center FAQs, and AI-agent templates so customers get accurate, current answers
What You Need
- 2+ years in a customer-facing support or communications role
- Experience managing social channels or online communities (Facebook Group preferred)
- 1+ year using a CRM platform (Zendesk preferred; Kustomer or Gorgias also relevant)
- Strong copywriting and editing skills
- Emotionally intelligent, solution-focused communication style
- Organized and detail-oriented; comfortable using multiple tools
- Positive, proactive, transparent approach and ability to jump in fast
- Open to traveling for team-building opportunities
- Interest in healthy living and supporting customers with care
- Familiarity with Braze is a plus
Benefits
- Remote-first flexibility (work from home, NYC office, or anywhere in the U.S.)
- Equity
- Unlimited vacation policy
- Universal paid parental leave
- Monthly Hungryroot grocery credit
- Health, vision, dental, and life insurance
- 401(k) with company match
- Work-from-home stipend for initial home-office setup
Apply soon if you’re strong in social moderation, brand voice, and fast-paced support, because roles like this move quick.
You’ve got this. Go get it.
Happy Hunting,
~Two Chicks…