Contact Center Senior Associate

Welcome to Whataburger Careers!

Our Flavor - Why Whataburger

Whataburger isn’t just a fast-food burger chain it is where bold leadership starts - and where potential doesn’t just grow, it heats up. Whether you're leading the line or working behind the scenes, this is the place where opportunities stack up, and every day gives you a chance to Make a Difference.

Since 1950, we’ve invested in people who lead with integrity, Serve with Heart, and bring their best flavor to the team. We believe in working together, speaking up, having a little fun, and Winning as One - because great burgers (and great teams) start with the right ingredients. If you're ready - to learn, grow, impact, and Move Forward Boldly - we’ve got your back and your path cooked to perfection.

Your Recipe for Impact - What You’ll Do

As a Contact Center Senior Associate, you play a critical role in delivering exceptional support experiences while helping the Contact Center operate at its best. You serve as a trusted resource for frontline team members, providing guidance, resolving complex customer and restaurant issues, and helping protect service performance. Through proactive problem solving, coaching, and continuous improvement, you help create positive outcomes for customers, team members, and the business.

Every day, you bring our values to life by finding solutions that Make a Difference, supporting customers and teammates as you Serve with Heart, partnering across teams to Win as One, and identifying opportunities to improve processes and performance as you Move Forward Boldly.

Day-to-Day Ingredients - Responsibilities

As a Contact Center Senior Associate, you will:

• Lead real-time contact center operations to maintain service levels.
• Resolve complex customer and operational issues.
• Serve as an escalation point for frontline support teams.
• Monitor risks and adjust priorities to support business needs.
• Coach and support team members through real-time guidance.
• Support SLA achievement and service recovery efforts.
• Identify root causes and drive continuous improvement initiatives.
• Contribute to training materials and knowledge base resources.
• Communicate service trends, risks, and recommendations to leadership.
• Perform other duties and special projects as assigned.

The Sauce - Pay & Perks

As a Contact Center Senior Associate, you will receive:

• Competitive Weekly Pay
• Bonus Program
• 5 weeks of PTO Starting on Day One
• Flex Weeks
• Paid Corporate Holidays
• Paid Parental Leave
• 401(k) match $1/$1 up to 4%
• Competitive Medical, Dental, and Vision Benefits
• Short-term and Long-term Disability Benefits
• Opportunities for Career Development and Growth
• Whataburger Family Foundation - Scholarship Program (dependents also eligible) and Hardship Grant Assistance
• Discounted Meals for You and a Guest
• Cell Phone Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and recognition for all you do
• Retirement Celebration Program

What You Bring to the Table - Required Experience

As a Contact Center Senior Associate, you must have:

• High school diploma, GED, or equivalent work experience.
• 3+ years of contact center, customer service, or related experience.
• Strong troubleshooting and problem-solving skills.
• Knowledge of contact center processes and procedures.
• Strong technical aptitude and system navigation skills.
• Ability to collaborate effectively across teams.
• Strong verbal and written communication skills.
• Reliable attendance and schedule adherence.
• Flexibility to work outside standard business hours when needed.

Extra Toppings - Desired Experience

As a Contact Center Senior Associate, we prefer you to have:

• Experience handling escalated customer and operational issues.
• Experience coaching or mentoring team members.
• Experience in a fast-paced contact center environment.
• Knowledge of service level metrics and workforce operations.
• Experience developing training materials and documentation.
• Experience with root cause analysis and process improvement.
• Ability to influence outcomes across cross-functional teams.

Where & How You’ll Work

This role is based at the San Antonio Home Office, working on-site Monday through Thursday with remote flexibility on Fridays. In this role, you’ll have strong collaboration with leadership, across cross-functional teams, and with external partners to align capabilities with restaurant realities. The work environment is fast-paced and requires sound judgment, strategic thinking, and strong collaboration skills. Full-timeavailability is required, with occasional extended hours based on business needs, along with occasional travel to properties, project sites, and external meetings. Candidates must reside within commuting distance of the San Antonio Home Office.

Whataburger is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, age, or other condition or status protected by law. Whataburger participates in the federal E-Verify Program. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

*Eligibility rules may apply to specific benefits