Customer Incident Specialist

Customer Incident Specialist

Cultivate A Better World

Food served fast does not have to be a typical fast-food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

The Opportunity

As the Specialist, Customer Incident, you will support the protection of the Chipotle brand through the direct oversight of escalated customer incidents that are primarily received from the Customer Service Team and restaurants through Chipotle's Online Customer Incident Reporting Site. You will triage, investigate, and thoroughly document and resolve each case, issuing appropriate appeasements within policy and escalating to the appropriate internal stakeholders where appropriate. You will engage with our guests in a way that is diplomatic, consistent, and timely, driving an excellent customer experience and mitigates legal and reputational risk to the business.

What You'll Do

1. Triage and manage a caseload of escalated customer incidents from intake to closure within defined Service Level Agreements (SLAs).
2. Conduct objective investigations including collecting and reviewing statements, incident reports, receipts, etc., assessing exposure and determining the level of liability, documenting rationale and recommended next steps.
3. Escalate cases to the appropriate partners for investigation and risk mitigation support to include Food Safety, Worker's Compensation, Legal, Ops, or Social Listening based on severity, potential injury, product quality concerns, or legal implications.
4. Implement positive resolutions with guests when appropriate, including appeasements included but not limited to refunds, credits, and gift cards that are in line with approval thresholds and policies.
5. Partner with third party claims administrator on cases requiring formal claims handling, providing timely, complete documentation and coordination of next steps when appropriate.
6. Provide clear, constructive coaching with restaurant teams on incident prevention, documentation, and expectations to mitigate future risk.
7. Maintain complete and accurate case documentation, evidence and resolution details regarding alleged guest incidents.
8. Monitor the team email inbox and respond promptly within defined SLAs to any relevant inquiries from internal stakeholders.
9. Identify trends and recurring issues, sharing insights and recommendations to reduce future incidents and improve guest sentiment.

What You'll Bring To The Table

• High school diploma or general education degree (GED) required.
• Associate or Bachelor's Degree (BA or BS) in business, litigation management, or communications preferred.
• 1-3 years of experience in restaurant operations, customer service, or risk/claims management required.
• ServSafe Certification preferred.
• Experience with ServiceNow or similar case/CRM systems preferred.
• Exceptional written and verbal communication skills with a demonstrated ability to translate complex situations into clear, empathetic customer communications.
• Proven de-escalation and conflict resolution skills, comfortable making balanced decisions regarding complex customer concerns.
• Ability to display professionalism, confidence, and sound judgment with a strong sense of discretion and confidentiality when handling sensitive information.
• Detail-oriented investigation approach with strong documentation and note-taking skills.
• Collaborative team player who partners effectively with cross-functional stakeholders and external partners.
• Availability to work evenings and weekends on a rotating schedule, as well as some holidays.

Pay Transparency

A reasonable estimate of the current base pay range for this position is $22.11$27.89. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit WWW.CHIPOTLE.COM for more details.

Who We Are

Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle has restaurants in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants in North America and Europe. With employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices.

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply. Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.com if you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.