• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) • Troubleshoot and resolve common to moderately complex product issues independently • Provide clear, friendly, and professional communication tailored to each customer’s needs • Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) • Prioritize and manage a high volume of tickets while maintaining accuracy and quality • Document resolutions thoroughly, ensuring proper categorization and clear notes • Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation • Create or update knowledge base articles to improve self-service and team efficiency • Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed • Support newer team members by sharing knowledge and best practices as you grow in the role

• Respond to customer inquiries via phone, email, and text. • Provide clear and accurate information about services, pricing, and next steps. • Assist customers with service requests in a professional manner. • Handle customer complaints with empathy and professionalism. • De-escalate situations and provide effective solutions. • Escalate complex issues when necessary. • Create and update support tickets in the CRM. • Document customer interactions and follow-up actions accurately. • Maintain clear and updated customer records. • Follow up with customers after service interactions. • Support customer retention by ensuring positive service experiences. • Communicate customer updates with internal teams. • Support smooth service delivery and assist with administrative tasks as needed.

• Answer and resolve inbound/outbound customer service calls • Deliver exceptional service with every interaction • Document customer information and call outcomes • Follow up to ensure resolution • Meet key performance benchmarks

About Us Hungryroot is using AI to build the most consumer-centric food and wellness company to ever exist. We act as your personal assistant for healthy living—getting to know your goals, lifestyle, and budget, and recommending and delivering healthy groceries, easy recipes, and essential supplements for you and your family. It’s the easiest way to eat healthy, achieve your goals, save time, and discover new foods. We believe food is the foundation of health, convenience should not mean compromise, and that everyone is unique in how they eat and live. That’s why we’re building a future in which healthy living is both easy and enjoyable. Hungryroot is a distributed team of top talent across 28+ U.S. states. While we have a headquarters in New York City, our remote-first culture emphasizes collaboration, team-building, and flexibility. Expect regular virtual team events, strong ownership and accountability, and an annual company retreat. About the Role Hungryroot is looking for a Customer Care Specialist to join our team who is results driven, has a high attention to detail and is driven by delighting customers. In this role, you’ll support our customers across social media, email, phone, text, and live chat while helping us strengthen our online community and improve the customer experience across the full lifecycle. You’ll spend a majority of your time on social + reputation management (with a focus on Facebook Group moderation and community engagement), while also supporting cross-functional operations and customer lifecycle communications. This is a full-time remote role working 40 hours per week in 8-hour shifts, including weekends and some holidays. Your ability to work non-traditional hours and OT when needed is a huge plus! If you want to help us change how people grocery shop and eat for the better, we encourage you to apply! Responsibilities Respond to a high volume of customer comments and questions across email, phone, SMS, live chat, and social media while consistently meeting daily resolution targets, First Response Time goals, and SLA commitments. Moderate the Facebook Group and other brand communities by reviewing and approving posts, removing off-topic or harmful content, responding to questions and ensuring conversations align with community guidelines. Produce a weekly social community roundup that captures feedback on digital product, grocery discovery, and customer service themes. Strengthen and grow our reputation on Reddit and Trustpilot through proactive engagement, thoughtful responses, and awareness of platform norms. Identify emerging topics across social channels and translate them into actionable insights for Operations, Marketing and Product teams. Lead quality control across brand voice, tone, and engagements while consistently achieving Customer Satisfaction (CSAT) goals. Support lifecycle messaging through Braze by assisting with issue and shipping communications sends during high-impact moments. Maintain and update Zendesk macros, Help Center FAQs, and AI-Agent templates to ensure customers have access to accurate and timely information. Qualifications Perks & Benefits Remote-first: work from home, work from our NYC office, work from anywhere in the U.S. - you decide! Equity Unlimited vacation policy Universal paid parental leave Monthly Hungryroot credit for delicious, healthy groceries Comprehensive health, vision, dental, and life insurance 401k with Company Match A work from home stipend to support your initial home-office setup Expected Pay Range $40,000-$50,000 USD (Non-Exempt, Hourly Position with Potential OT) #LI-REMOTE The employer will not sponsor applicants for work visas. Our mission to help make healthy eating easy, accessible, and joyful is better served by a diverse workplace. We are a proud Equal Opportunity Employer committed to building an inclusive workplace. We have zero-tolerance for harassment or discrimination. We do not discriminate on the basis of any protected class.