Customer Care Coordinator

About the Role

Chipotle Mexican Grill is looking for a Customer Care Coordinator to act as a primary contact for guests and help deliver fast, thoughtful, and brand-consistent support. In this role, you will handle customer interactions across multiple channels, resolve concerns from start to finish, share accurate information, and help strengthen the overall guest experience. The position is based in Columbus, OH.

Chipotle’s broader mission is to make better food available to more people while supporting responsible food practices and a people-first culture. The company operates restaurants across the United States, Canada, the United Kingdom, France, and Germany, and emphasizes diversity, equity, and inclusion in hiring and workplace culture.

What You’ll Do

• Answer guest inquiries through service tools and channels such as case management systems, chat, email, phone, and social media, using a tone that reflects Chipotle’s hospitality standards and voice.
• Sort, prioritize, and close cases within required response and resolution targets while maintaining high quality.
• Record each interaction carefully in the case system, including notes, updates, categorization, and status changes.
• Handle sensitive or frustrated guests with calm, empathetic communication, set expectations clearly, and escalate to an analyst or manager when needed.
• Own escalated communications directed to executive leadership and manage them through resolution and follow-up with professionalism.
• Assist outsourced care agents and leaders by answering questions, giving live support, and taking over specialized or escalated situations.
• Stay current on policies, procedures, promotions, menu updates, public statements, and other business changes by joining meetings, calibration sessions, and training.
• Partner with internal teams such as Operations, Digital, Marketing, PR, and Legal to improve training, quality, internal workflows, and guest-facing messaging.
• Contribute ideas for new training, support, and motivation approaches, and help build playbooks, standard procedures, and knowledge base articles.

Requirements

• High school diploma or GED is required.
• A bachelor’s degree from a four-year college or university is preferred.
• 1–3 years of experience in customer care or a similar role is preferred.
• Prior experience with case management platforms such as ServiceNow is preferred, including accurate logging, tagging, prioritization, and case updates.
• Experience using omnichannel support tools like chat consoles, email systems, softphones/telephony, and social response tools is preferred.
• Ability to manage several chats at once without losing quality or speed.
• Strong empathy and active listening skills to understand guest needs and respond appropriately.
• Clear written and verbal communication skills.
• Ability to stay composed, solve problems, and de-escalate difficult situations under pressure.

Compensation and Benefits

The estimated base pay for this position is $19.23 to $24.29 per hour. In addition, the role may be eligible for annual cash bonuses and equity awards depending on performance and other factors. The company also offers a competitive benefits package that includes medical, dental, and vision coverage, a 401(k), sick leave, vacation time, and additional benefits.

Equal Opportunity and Accommodation

Chipotle is an equal opportunity employer and welcomes applicants from all backgrounds. The company values diversity at every level and promotes equity and inclusion across its workforce. Applicants who need a reasonable accommodation because of a disability may contact [email protected] for help with the application or interview process.

About Chipotle

Chipotle Mexican Grill, Inc. is focused on serving responsibly sourced, classically prepared real food made with wholesome ingredients and without artificial colors, flavors, or preservatives. The company positions itself as an innovator in food, digital, technology, and sustainable business practices.