Quality Assurance and Customer Experience Intern

Who You Are:

You are someone with a keen eye for detail and a passion for ensuring the highest standards of food safety and quality. You understand the importance of creating seamless customer experiences and are excited to contribute to continuous improvement initiatives. You’ve demonstrated the ability to analyze data, identify trends, and collaborate across teams to drive positive change. With a proactive mindset and a collaborative approach, you thrive in a virtual environment and are eager to learn and grow in the food safety and customer service space.

The Task At Hand:

As the Quality Assurance and Customer Experience Intern at Once Upon a Farm, you will have the opportunity to work with a leading brand focused on providing high-quality, nutritious food products that support the health and well-being of children. The Quality Assurance & Customer Experience Intern will work remotely to support the customer service team with food safety investigations, quality assurance tasks, and customer experience initiatives. The role will also involve assisting in the optimization of customer service software and analyzing customer feedback trends to identify areas for improvement. The intern will actively participate in collaborative workgroups focused on continuous improvement in both customer service operations and food safety practices. This internship reports to the Product Quality Manager.

In This Role, You Will:

Customer Service Team Support: 

• Assist the customer service team by reviewing escalated customer inquiries and complaints related to food safety and quality issues.

• Help analyze patterns in customer complaints and identify recurring food safety or quality concerns.

• Provide the customer service team with insights and findings from food safety investigations to improve response and resolution strategies.

• Work with the customer service team to ensure proper documentation and follow-up for customer inquiries related to food safety and quality.

Food Safety & Quality Assurance Investigations:

• Assist in investigating food safety and quality-related complaints, working closely with the customer service team to gather necessary information.

• Support the documentation of food safety investigations, corrective actions, and preventative measures.

• Help identify root causes of recurring food safety or quality issues and assist in developing action plans for improvement.

• Ensure compliance with food safety standards and regulatory requirements during investigations.

Customer Experience & Continuous Improvement: 

• Assist in Customer Journey, Process, and Sentiment Mapping: Help map the customer journey and identify touchpoints where food safety and quality can impact the overall customer experience.

• Analyze Voice of Customer (VOC) Trends: Analyze customer feedback, surveys, and sentiment trends to identify opportunities for improving the customer experience and food safety processes.

• Collaborate in Customer Experience/Continuous Improvement Workgroups: Participate in workgroups focused on continuous improvement initiatives, providing insights into customer experience improvements, food safety enhancements, and process optimization.

• Contribute to the evaluation and enhancement of customer service software to improve workflow efficiency and issue resolution.

• Help analyze software data and customer service metrics to optimize team performance and customer satisfaction.

• Assist in training the customer service team on new software features or best practices to ensure effective use of tools.

• At the end of the internship, you’ll be asked to share a 5–10 minute presentation on one thing you worked on during your internship here, what you learned, and how you hope to apply any learnings from your time here toward your future career.

In This Role, You’ll Bring With You:

• Either a recent graduate of or currently pursuing degrees in Food Science, Food Engineering, Nutrition, Biotechnology, Public Health, Supply Chain Management, Agricultural Science, Business Admin, or a related field

• No BA? No problem. Equivalent years of professional experience in the field(s) of Food Science, Food Safety, Food Quality, Customer Service, Process Improvement, or related focus will also meet this qualification

• Excellent written and verbal communication skills, with the ability to clearly document and convey findings to the customer service team.

• Strong analytical and problem-solving skills, with a passion for improving food safety, quality assurance, and the customer experience.

• Ability to work independently and remotely, managing time effectively and prioritizing tasks.

• Basic knowledge of food safety regulations and quality standards (e.g., HACCP, SQF) is a plus.

• Familiarity with customer service software or a strong desire to improve systems that enhance operational efficiency and customer experience.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint); Outlook; Slack; familiarity with CRM tools, helpdesk software, or data analysis software a plus.

• Understanding of food safety regulations, product quality control, and compliance standards.

• Ability to identify trends and suggest improvements to streamline workflows and enhance team efficiency.

• Experience with customer experience analysis and sentiment mapping is a plus.

• Up to 10% travel required: Although this role is a remote work-from-home position, we “Farmers” do meet as a company and/or as a department a few times a year. Anticipate possible travel up to a few times each quarter.

• Genuine passion for improving childhood nutrition for a healthier and happier planet.

• Desire to contribute to a dynamic high-growth, purpose-driven work environment.

• Demonstrated ability to thrive in ambiguity, deeply understand business needs, develop a cohesive strategy and make decisions requiring a high level of judgment.

• Previous exposure to cross-functional work between Sustainability and Quality Assurance preferred.

• Must reside in the United States to be considered for this position.

• Please note that visa sponsorship is not available for this position.

• Applicants must be at least 18 years old at the time of hire to be considered for this position.

Compensation:

• This role pays $22.00 per hour

• This is a part-time, hourly internship, not to exceed 29 hours per week

• Estimated Duration: May 2025 – November 2025 (or six months from the date of hire)

Additional:

• 401(k) with 4% Employer Match

• Employee Discounts and quarterly Farm-to-Fridge home deliveries

• Cell and Internet Stipend

• Paid Volunteer Time Off

• And so much more!

Who We Are

Our Purpose: Drive systemic improvement in childhood nutrition for a healthier, happier, and more equitable world.

Our Business: At Once Upon a Farm, a better story starts here. We're on a greater mission in providing organic, crave-worthy, snacks and meals for children of all ages. Our recipes are crafted with only the best organic ingredients – whole fruits and veggies, cold-pressed (our pouches), or freshly frozen (our meals) to perfection– to support your growing kids at every stage. Each of our organic, non-GMO, non-dairy recipes contains no added sugar and are free from artificial flavors, colors, and preservatives – just simple, real, nutritious snacks your entire family will love.

We support and champion farmers who supply the highest-quality organic ingredients for our foods.  We help parents keep their promise to provide the best nourishment for their children’s bodies and souls. We treat our consumers, customers, suppliers, investors, and all our valued employees with the same high level of dignity and respect that we expect from others. We will always fight for and support efforts to drive positive social change and food justice for the benefit of parents, kids, and families.  Lastly, we foster an entrepreneurial and collaborative culture that values humility, honesty, passion, positive social impact, and fun.

Our Team: We’re all fully remote, which makes us a highly collaborative, dynamic, and supportive bunch. We share a singular mission to make the world a better place through the highest quality, most delicious, nourishing, and nutritious products made accessible to every home, from our farms to your fridge. And while we’re invested in our product, we’re equally invested in one another's success.

Once Upon A Farm is a purpose-driven brand made up of an inclusive group of individuals with diverse backgrounds, passions, and beliefs. We hire self-motivated, independent thinkers, and those who are genuinely passionate about improving childhood nutrition for a healthier and happier planet. Bring your whole self to your work at Once Upon A Farm, a proud equal-opportunity employer. In your application, please feel free to note which pronouns you use.

In an effort to help us remove unconscious bias from our resume review process, we ask that you please remove all identifying information from your resume (like profile photos) before you upload it. Once Upon A Farm is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.

Once Upon a Farm, PBC, provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, cast, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

You must reside in the United States to be considered for this position.