Training & Documentation Coordinator
About The Opportunity
Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).
While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for part-time work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 19+ million diners food ordering experience and we are partnered with 115,000 restaurants in 2,200 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo).
Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!
The Support Training Specialist is responsible for facilitating onboarding training for all new L1 hires, as well as orchestrating senior-level onboarding training for L2 agents. This role will also be primarily responsible for ensuring training materials for the department are updated and the appropriate refresher trainings are run on a quarterly basis.
Ongoing Responsibilities:
- Calendar Management/Scheduling
- New Hires/Onboarding:
- Schedule all onboarding classroom trainings, shadow sessions, and on the job training sessions for newly hired support agents
- Coordinate with support agents and leadership to assign team members to run trainings and proctor hands-on learning
- Schedule and host end of day sessions for new support agents
- Seasoned L1s/Refreshers:
- Coordinate and schedule two refresher trainings a month for the department to facilitate continued education
- Poll the team and work with leadership to gauge department education needs
- Merchant Team:
- Coordinate and schedule merchant trainings and shadow sessions whenever there are new additions to the merchant team
- L2 Team:
- Coordinate and schedule L2 trainings when there are new senior team members
- GH Care:
- As needed, assist with training Grubhub Care agents or their dedicated trainers (remotely, but may involve some travel)
- New Hires/Onboarding:
- Training
- Run classroom trainings covering both LevelUp/Agency and Chase Pay procedures
- Run L2 trainings
- Documentation/Training Material Upkeep
- Create, maintain, or delegate updates to any training collateral in the department (either for onboarding trainings, retrainings, or senior trainings)
- Catalogue all refresher training collateral and record all Refresher trainings and post them in Confluence
- Source topics for 102-level trainings (checking in with the team on what they want to see most, including team leads and graders to get a sense of subjects that the team might be struggling with)
- Review Senior Slack and the Senior inbox for ideas on L2 training gaps and needed documentation
- Mentorship
- Act as a mentor and point-of-contact for all new hires during the onboarding process
- Coach agents on presentation delivery to improve new hire focus and information retention
- Gather feedback on all new hires and distribute information to leadership to track new agents’ growth
- Litmos
- Assign all Litmos courses to new hires at appropriate times during the onboarding cycle
- Review all Litmos courses for compliance and grade assessments when necessary
- Quarterly review of Onboarding Litmos tests to ensure information is accurate/examples are still relevant
- Or reach out to appropriate specialist to update Litmos
- Training Badges
- Review and provide feedback for materials created or updated by agents pursuing the following badges:
- Onboarding Admin
- Refreshing
- Collateral Damage
- As the training badges are locked to two agents at a time, interviews will need to be conducted if multiple agents are interested in pursuing the training badges
- Review and provide feedback for materials created or updated by agents pursuing the following badges:
- Zendesk/Ticketing
- 25 L2 tickets monthly to ensure you are still familiar with L2 processes, issues, and tools
- 25 L1 tickets monthly to ensure you are still familiar with L1 processes, issues, and tools
Immediate Projects:
- Merchant vs. User Training:
- Work with Merchant Team Lead to identify training needed for merchant team, separate this from onboarding sessions
- Make sure there are still relevant merchant trainings in the onboarding session (e.g.: cut down Hub/Dashboard training to 30 mins, remove merchant retention + termination training from onboarding, etc.)
- Admin Project:
- Meet with appropriate folks from other departments to learn and understand the different tabs in Admin
- Create an article on Confluence for each Admin tab or update existing ones with information on the tab, how it relates to Support, what could potentially break things on the back end, what should support start using to make our lives easier etc.
- Review training outline for L1s. For any topic that does not yet have a presentation, please create or assign to someone pursuing the training badges
- Review training outline for L2s. For any topic that does not yet have a presentation, please create a training presentation, send to the L2 Team Lead for review, and add the presentation to the outline
And Of Course, Perks!
- PTO. It’s true, we provide you a generous amount of time to recharge.
- Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.
- Free Food. Kitchens are stocked and free Grubhub each week.
- Stock Up. All of our employees are owners, in fact, they’re granted Restricted Stock Units, which means we’re all in it to win it.
- Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. If you are applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an e-mail to talentacquisition@grubhub.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address. |