Who We’re Looking For

You're the person people turn to when something's gone wrong. You stay calm, ask the right questions, and actually solve problems. You can de-escalate a frustrated customer on the phone, untangle a botched order in the ERP, and write an email that turns a complaint into a loyal customer.

This is a customer-facing role for someone who genuinely likes people and takes pride in handling the hard stuff. You'll partner closely with our CX Manager (who runs systems, UX, and the backend) and own the human side: phone, email, and in person.

This isn't a clock-in, clock-out call center job. We're a scrappy CPG team that moves fast, wears multiple hats, and expects everyone to think like an owner. If you prefer a highly structured environment with little ambiguity, this role may not be the right fit.

Key Responsibilities

What You’ll Own

• First point of contact for customers across phone, voicemail, and email, handling inquiries promptly, accurately, and with care
• The hard cases: escalations, upset customers, and complex order issues. You'll own these end-to-end and use sound judgment on when to loop in your manager
• Managing tickets and processing orders, returns, and resolutions in NetSuite and Shopify
• Documenting interactions cleanly, spotting patterns, and proposing improvements to policies, workflows, and templates
• In-person customer support at our retail location and occasional off-site events
• Light content capture at events, and a willingness to support marketing initiatives

Requirements (Must-Have)

• 3 to 5 years in a customer-facing role (CPG, retail, hospitality, or similar fast-paced environments)
• Demonstrated track record handling escalations and difficult conversations
• Strong writing and verbal communication; you adjust tone for the situation
• Comfort with Gorgias, NetSuite, Shopify, Excel, and Google Workspace, or proof you learn new systems quickly
• Highly organized, proactive, and self-directed — you don't wait to be told what to do
• Ability to work on-site in Rockville

Potential for hybrid flexibility in the future based on business needs and performance.

Nice-to-Have

• Bilingual (English/Spanish)
• Coffee, food, or beverage industry experience
• Comfort using AI tools to work smarter
• Basic photo/video capture skills

This Role May Not Be the Best Fit For Individuals Who

• Prefer fully scripted roles with little ambiguity
• Prefer to escalate problems before attempting to solve them
• Are seeking a fully remote position, as this role is primarily on-site

Equal Opportunity Employer

Mayorga Coffee is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and applicable law.