Customer Experience & Operations Assistant

Job title: Customer Experience & Operations AssistantType of employment: Part-TimeShift Schedule: Monday–Friday, Time is TBD. We are seeking a proactive, organized, and customer-focused Customer Experience & Operations Assistant to support the daily operations of a small catering and events business.

This role will focus on customer communication, administrative follow-through, process documentation, and light marketing research to help improve the customer experience and support business growth. The ideal candidate has experience in hospitality, catering, events, food service, or another customer-facing service industry.

This person should be comfortable communicating with customers through email, keeping trackers and spreadsheets updated, creating simple SOPs and checklists, and proactively helping the business owner stay organized. About the Company:The company is an independently owned franchise specializing in beautifully curated grazing boards, charcuterie boxes, and catering experiences for corporate events, celebrations, and everyday occasions.

The company is committed to delivering exceptional customer experiences while building strong relationships within the local community and business network.

Objective of this role:Reduce workload for the owner by owning recurring admin and support tasksMaintain organized systems for task management, reporting, and data entryImprove customer experience through responsive, high-quality service and feedback handlingIdentify inefficiencies and implement simple process improvements

Responsibilities:Administrative SupportManage daily administrative tasks, documentation, and coordination needsSupport scheduling, file organization, and internal communications as neededAssist with email management, including monitoring inboxes, responding to routine inquiries, and drafting professional correspondenceOrganization & Task ManagementMaintain task lists, trackers, and priorities to keep work moving and deadlines metFollow up on open items and close loops without being remindedMarketing Research & Business Development SupportConduct market research to identify potential catering opportunities, partnerships, and local business prospectsResearch target markets, competitors, and community events that may generate new leadsMaintain and update prospect lists and outreach trackersCustomer Service & FeedbackRespond to customer inquiries professionally and promptlyGather, log, and escalate customer feedback; propose solutions to improve the customer experienceData Entry & ReportingKeep records accurate through consistent data entry and updatesMaintain basic reporting trackers and summaries for visibilityOrganize customer, sales, and operational data to support decision-makingProcess Improvement & Problem-SolvingIdentify workflow gaps and propose improvements (templates, checklists, streamlined processes)Solve problems independently and escalate when needed with context and recommendationsSupport continuous improvement initiatives to increase efficiency and service quality Required skills and

qualifications:Experience in hospitality, catering, events, food service, or a related customer-focused industryStrong written and verbal communication skillsExcellent organizational and time-management abilitiesStrong customer service and relationship-building skillsAbility to work independently and proactively without constant supervisionExperience supporting small business owners, operators, or franchise environmentsStrong attention to detail and follow-throughProficiency with Microsoft Office Suite, particularly Excel and spreadsheetsExperience creating SOPs, checklists, and process documentationComfortable conducting research and organizing informationProblem-solving mindset with a find a way forward attitude Preferred skills and

qualifications:Familiarity with customer review management and reputation-building initiativesExperience supporting email marketing campaignsCanva experience for basic marketing and design supportCapCut experience for basic content editingExperience with CRM systems, prospect tracking, or outreach managementPrevious virtual assistant, operations coordinator, or administrative support experience.