Guest Support Specialist

At MOD, Pizza is our platform, fitting each individual and creating a space where everyone is welcome. MOD is individuality, whether that’s on your pizza, on your salad or just by being you! This is space where every ingredient is valued and where giving back to our community is baked into what we do.  Working for MOD is more than making pizza - We call it Spreading MODness, where each pizza powers possibilities! Compensation: $17.13 - $18.31 per hour Actual salaries will be based on candidates qualifications, competencies, experience and geographic location.  . Benefits: Paid Sick Time (Washington Paid Sick Leave or Seattle Sick and Safe time where applicable)  Paid vacation grant starting at 20 days per year, increasing to as much as 30 days Pet insurance Discounted gym membership Free counseling sessions  Medical, dental and vision insurance 401(k) retirement  ​ We stive to foster a welcoming, respectful workplace where individuals are valued and supported. At our table, everyone has a place. MOD is what you make it - be individual, be you. Summary A Guest Support Specialist (GSS) is the frontline advocate for guests, responsible for delivering timely, friendly, and effective support across multiple channels (Call Center, email feedback, feedback platforms, etc.). The role focuses on resolving issues, answering questions, and ensuring every guest interaction feels smooth, personal, and positive. The best GSSs are genuinely excited to help guests. They’re patient, empathetic, and passionately communicative. The Guest Support Specialist can put themselves in their guests’ shoes and advocate for them when necessary. They are confident at troubleshooting and investigate if they don’t have enough information to resolve concerns or complaints. The target is to ensure excellent service standards, respond efficiently to inquiries and maintain high guest satisfaction. Work Location and Schedule Expectations The Guest Support Specialist is a remote position. Employees are expected to maintain a home office, Laptop and associate hardware will be provided. Remote employees must reside in one of the states where Elite Restaurant Group operates. Your schedule will be determined to support the needs of the team to support our restaurants and guests.  The Schedule for this role will be Friday - Tuesday 1pm - 9pm Pacific Time, with Wednesday-Thursday Off. Key Responsibilities Build and maintain strong guest relationships (by proactively addressing needs) and delivering high-quality, timely, and professional guest experiences across all MOD feedback channels including any necessary follow up with guests to confirm issue resolution and ensure satisfaction. Verify information and ask thoughtful, probing questions to determine the most effective resolution and course of action. Accurately tag and categorize guest feedback to support reporting and process improvements. Follow established…