Remote Customer Experience Crew Member – Full‑Time & Part‑Time Opportunities with Competitive Pay, Tips, Bonus & Career Growth at Five Guys

About Five Guys – A Burger Icon With a Heartbeat of Freshness

Founded in 1986, Five Guys has grown from a single family‑run burger joint in Arlington, Virginia, to the #1 burger chain in America. The brand’s soul is built on three simple pillars: fresh, never‑frozen ingredients, honest, straightforward cooking, and an unwavering dedication to the guest experience. While the sizzle of our grills and the hum of our kitchens are legendary, the true secret behind our success is the people who bring the Five Guys philosophy to life every day.

Today, we’re expanding our team beyond the restaurant floor to include a dynamic, remote workforce that supports our guests, drives brand loyalty, and champions the Five Guys spirit from anywhere in the United States. If you crave a fast‑paced, fun environment where your voice matters, and you’re passionate about delivering top‑tier service, you’ve found the perfect fit.

Why Join Our Remote Crew?

Working from home doesn’t mean you’re out of the action. As a Crew Member – Remote (Job Code 1570), you’ll become an integral part of a collaborative team that powers Five Guys’ customer interactions, from answering questions and managing orders to ensuring each guest feels valued. Our remote crew enjoys:

• Flexibility – Choose shifts that match your lifestyle, whether you’re a night‑owl, a morning person, or somewhere in between.
• Competitive Compensation – Starting at $12.00 per hour plus tips and a performance‑based bonus through our exclusive “Secret Shopper” program.
• Career Development – Access to training, mentorship, and clear pathways to supervisory or management roles.
• Full Benefits Package – 401(k) with company match, medical, dental, and vision insurance (eligibility based), and paid time off.
• Employee Perks – Free meals (voucher program for remote staff), employee discounts, and a vibrant, music‑filled culture that encourages you to sing along to classic rock hits while you work.

Core Responsibilities – What Your Day Will Look Like

In this role, you’ll be the first point of contact for guests who reach out via phone, chat, or email. Your responsibilities will span the entire guest journey, ensuring every interaction reflects the Five Guys commitment to quality and hospitality.

• Answer inbound guest inquiries promptly and courteously, providing accurate information about menu items, nutrition facts, and restaurant locations.
• Process online orders, including take‑out, delivery, and catering requests, ensuring order details are captured correctly and relayed to the appropriate restaurant.
• Resolve guest concerns with empathy and professionalism, turning potential issues into positive experiences that reinforce brand loyalty.
• Maintain an up‑to‑date knowledge base of Five Guys policies, promotions, and seasonal menu changes.
• Participate in daily “huddle” calls with fellow remote crew members and on‑site managers to share insights, discuss performance metrics, and celebrate wins.
• Track and document guest feedback, trends, and recurring issues, forwarding actionable insights to the operations team.
• Contribute to the “Secret Shopper” program by adhering to quality standards and identifying areas for service enhancement.
• Utilize Five Guys’ technology stack (CRM, order management, and communication tools) to efficiently manage tasks and stay organized.
• Adhere to all food safety, privacy, and data protection guidelines, safeguarding both guest and company information.

Essential Qualifications – The Foundations of Success

We’re looking for candidates who embody the Five Guys ethos and bring a blend of enthusiasm, reliability, and strong communication skills.

• Minimum Education: High school diploma or GED equivalent.
• Technical Requirements: Reliable high‑speed internet connection, a computer (Mac or PC) with webcam and microphone, and a quiet home workspace.
• Communication Skills: Clear, personable, and articulate speaking and writing abilities.
• Customer‑Centric Mindset: Demonstrated passion for delivering outstanding service.
• Availability: Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Legal Eligibility: Must be authorized to work in the United States and eligible for eVerify verification.

Preferred Qualifications – What Sets You Apart

• Previous experience in food service, hospitality, or retail environments.
• Familiarity with point‑of‑sale (POS) systems, CRM platforms, or order management tools.
• Experience in remote or virtual customer support roles.
• Proficiency in a second language (Spanish is a strong plus).
• Demonstrated ability to multitask in high‑energy environments while maintaining attention to detail.
• Passion for the food industry and knowledge of contemporary culinary trends.

Key Skills & Competencies – Your Toolkit for Excellence

• Active Listening: Capture guest needs accurately and respond with empathy.
• Problem Solving: Quickly identify solutions, de‑escalate issues, and turn challenges into positive outcomes.
• Time Management: Prioritize tasks effectively to handle multiple guest interactions simultaneously.
• Team Collaboration: Share insights, support teammates, and contribute to a collective success mindset.
• Technical Fluency: Comfortable navigating digital platforms, troubleshooting basic tech issues, and learning new software quickly.
• Adaptability: Thrive in a fast‑changing environment, embracing new processes, promotions, and menu items.

Career Growth & Learning Opportunities

Five Guys believes that investing in its people is the best path to sustained success. As a remote crew member, you’ll have access to a robust development program designed to accelerate your career:

• Structured Training Curriculum: Interactive modules covering product knowledge, customer service best practices, and advanced communication techniques.
• Mentorship Pairing: Connect with seasoned Five Guys leaders who provide guidance, feedback, and career advice.
• Performance‑Based Promotions: High‑performing crew members can progress to Team Lead, Operations Coordinator, or even regional management positions.
• Cross‑Functional Exposure: Opportunities to collaborate with marketing, supply chain, and restaurant operations teams, broadening your skill set.
• Certification Support: Reimbursement for relevant certifications (e.g., Certified Customer Service Professional) to enhance your professional credentials.

Work Environment & Culture – The Five Guys Way

Although you’ll be working from home, you’ll never feel isolated. Our remote crew enjoys a lively, inclusive culture that mirrors the energetic vibe of our restaurants:

• Digital Hangouts: Regular virtual coffee breaks, team‑building games, and “Sing‑Along” sessions where classic rock tunes set the tone.
• Recognition Programs: Monthly awards for “Outstanding Guest Service,” “Best Team Player,” and “Secret Shopper Champion.”
• Diversity & Inclusion: Five Guys actively seeks to increase representation of women, people of color, veterans, and individuals with disabilities across all levels.
• Transparency: Open communication channels with leadership, allowing you to share ideas, suggest improvements, and stay informed about company initiatives.
• Health & Wellness: Access to virtual wellness workshops, mental health resources, and ergonomic guidance for your home office setup.

Compensation, Perks, & Benefits – What You’ll Receive

We understand that great talent deserves great rewards. Below is a snapshot of what you can expect as a member of the Five Guys remote crew:

• Base Pay: $12.00 per hour (starting rate) with regular performance reviews for potential increases.
• Tips & Bonus: Opportunity to earn additional income through guest tips and the “Secret Shopper” cash‑bonus program based on service excellence.
• Flexible Scheduling: Choose shifts that align with your personal commitments, with the option to swap hours with fellow crew members via our scheduling portal.
• Health Benefits: Medical, dental, and vision coverage for eligible employees after the probationary period.
• Retirement Savings: 401(k) plan with company match to help you build a secure financial future.
• Paid Time Off: Earned vacation days, sick leave, and paid holidays to maintain work‑life balance.
• Employee Discounts: Discounted meals at any Five Guys location, plus a monthly stipend for virtual meal delivery as a thank‑you for your hard work.
• Learning Resources: Access to an online learning portal with courses on leadership, communication, and industry trends.

Legal & Equal Opportunity Statements

Five Guys Operations LLC participates in eVerify and adheres to all federal and state employment laws. By submitting your application, you acknowledge that you have read the Detailed Position Description and our Privacy Policy. Five Guys is an Equal Employment Opportunity (EEO) employer, committed to creating an inclusive workplace free from discrimination. We actively endeavor to increase representation of women, people of color, veterans, and individuals with disabilities across all levels of the organization.

For further information, please refer to the following resources:

• Know Your Rights – EEO Poster
• eVerify Notice of Participation – English
• eVerify Notice of Participation – Español
• Right to Work Poster – English
• Derecho al Trabajo – Español

How to Apply – Take the First Step Toward a Rewarding Career

If you’re ready to bring your enthusiasm, dedication, and love for great food to a forward‑thinking, remote role, we want to hear from you! Click the link below to submit your application and join a team that celebrates fresh ingredients, authentic service, and a culture that truly rocks.

Apply Now – Become a Five Guys Remote Crew Member

Conclusion – Your Future Starts Here

At Five Guys, we’re more than a burger chain—we’re a community of passionate people who believe that great food and great service go hand‑in‑hand. As a remote Crew Member, you’ll be the voice that carries our brand’s promise directly to our guests, while enjoying the flexibility, growth, and support that only Five Guys can provide. Take the leap, bring your energy, and let’s build something delicious together.