Analyst, Guest Care, Tim Hortons, Canada

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Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with nearly $45 billion in annual system-wide sales and over 32,000 restaurants in more than 120 countries and territories.

RBI owns four of the world's most prominent and iconic quick service restaurant brands – TIM HORTONS®, BURGER KING®, POPEYES®, and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.

The Analyst, Guest Care is responsible for managing and resolving complex and escalated guest issues while ensuring a high‑quality guest experience. This role acts as a key escalation point for Guest Care teams, collaborating cross‑functionally with internal departments and external partners to ensure timely and effective issue resolution. Additionally, the role focuses on identifying systemic issues, analysing trends, and supporting continuous improvement initiatives to enhance processes and overall guest satisfaction.

RBI follows a 5 day, in‑office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week out of our Toronto, ON office.

Essential Responsibilities

Manage and Resolve Complex Guest Issues: Take ownership of high‑priority or sensitive guest concerns by conducting thorough investigations and coordinating cross‑functional efforts to deliver timely, effective resolutions that uphold brand standards.

Support Internal Escalations: Act as a subject matter expert and escalation point, providing guidance, and solutions for challenging cases while contributing to overall team performance improvement.

Collaborate with Third‑Party Partners: Work closely with external partners (including delivery platforms, fulfillment vendors, and loyalty program providers) to investigate issues, coordinate resolutions, and maintain strong operational relationships.

Act as Liaison Between Guests and Internal Teams: Serve as the central point of contact to ensure guest issues are properly triaged, escalated, and resolved by appropriate stakeholders.

Identify and Escalate Systemic Issues: Recognize recurring problems or process gaps and proactively escape them to drive long‑term solutions and operational improvements.

Analyze and Report on Trends: Monitor Guest Care volumes, escalation patterns, product launches, and technology updates to identify trends. Provide insights and recommendations to improve processes, reduce friction, and enhance the guest experience.

Required Knowledge, Skills And Abilities

2+ years of experience in customer service, guest relations, or a similar role, with a proven track record of handling complex or escalated issues.

Familiarity with tools such as Zendesk, Qualtrics, Jira, Confluence, Chase Portal, Databricks, Forter, Fiserv, and DataDog is considered an asset.

Exceptional verbal and written communication skills, with the ability to clearly explain complex issues to both technical and non‑technical audiences.

Comfortable working cross‑functionally and building relationships with internal teams and external partners.

Strong passion for delivering an outstanding guest experience and advocating for the guest in all decision‑making.

Ability to prioritize, multitask, and remain composed under pressure while managing competing demands.

High level of accuracy and ownership in handling cases, reporting, and follow‑ups.

Base salary range of $65,000 – $75,000 CAD. Base salary for this position may vary based on relevant factors such as experience, education, location, and skills.

This position is eligible to participate in the Company’s annual discretionary bonus plan, subject to the terms and conditions of the incentive program, based on individual and company performance metrics.

This posting is for an existing vacancy.

Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI’s policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

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