Customer Incident Specialist

CULTIVATE A BETTER WORLDFood 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 OPPORTUNITYAs the Customer Incident Specialist, you willsupportthe protection of the Chipotle brand through the directoversight ofescalated 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 tothe appropriate internal stakeholders where appropriate.You willengage with our guests in a way that isdiplomatic, consistent, and timely, drivingan excellent customer experienceand mitigates legaland reputationalrisk to the business.WHAT YOU’LL DOTriage and manage a caseload of escalated customer incidents from intake to closure within definedService Level Agreements (SLAs).Conduct objective investigations includingcollecting andreviewing statements, incident reports, receipts, etc.,assessing exposure and determining the level of liability, documenting rationale and recommended next steps.Escalate cases to the appropriatepartnersfor investigationandrisk mitigation supportto include Food Safety,Worker’s Compensation,Legal, Ops, or Social Listeningbased on severity,potential injury, product quality concerns, or legal implications.Implement positive resolutions with guestswhen appropriate​, including appeasements included but not limited to refunds, credits, and gift cardsthat are in line with approval thresholds and policies.Partner with third party claimsadministrator on cases requiringformal claims handling, providing timely, complete documentation andcoordination of next steps when appropriate.Provide clear, constructive coaching with restaurant teams on incident prevention, documentation, and expectations to mitigate future risk.Maintaincompleteand accuratecase documentation, evidence and resolution details regarding alleged guest incidents.Monitortheteam emailinbox and respond promptly within defined SLAs to any relevant inquiries from internal stakeholders.Identify trends and recurring issues, sharing insights and recommendations to reduce future incidents and improve guest sentiment.WHAT YOU’LL BRING TO THE TABLEHigh school diploma or general education degree (GED) required.Associateor Bachelor’sDegree (BA or BS)in business, litigation management, or communications preferred.1-3 yearsofexperienceinrestaurant operations, customer service,orrisk/claims managementrequired.ServSafe Certificationpreferred.Experience withServiceNowor 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 decisionsregarding complex customer concerns.Ability to displayprofessionalism,confidence,and sound judgment with a strong sense of discretion and confidentialitywhen 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.Availabilityto work evenings and weekends on a rotating schedule,as well as some holidays.PAY TRANSPARENCYA reasonable estimate of the current base pay range for this position is $22.59–$28.37. 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 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. For more information or to place an order online, visit 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 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. Job Restaurant Food Safety and QA Job Posting 04/23/2026 Job Number JR-2026-01071149 RefreshID JR-2026-01071149_20260423 StoreID 08890

Created: 2026-04-27