Oh Snap!
This job is no longer active - but you can still view the details below.

Enterprise Merchant Specialist

| Greater Boston Area

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 work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 20+ million diners food ordering experience and we are partnered with 125,000 restaurants in 2,400 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).

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!

Summary

Enterprise Merchant Support Specialists serve as “junior brand managers” for clients who are below the Enterprise threshold (of 25+ locations, $50mm in sales, or of unique strategic importance). They work tickets (via inbound & outbound phone and email), advise on, create and troubleshoot campaigns, translate reporting, and assist with any and all other merchant-related issues. They also proactively monitor location activity and reach out to troubleshoot locations who are transacting significantly less than usual, or not at all. Finally, these agents may, at their discretion, terminate non-transacting or unresponsive clients, as well as locations who opt out willingly.

Some Challenges You’ll Tackle

  • Tickets & Phones
    • Staff an inbound dedicated merchant phone line
    • Work a queue of high-priority merchant tickets
    • Refresh location-level and merchant-level order ahead hours and menus upon request
  • Merchant Retention & Troubleshooting
    • Proactively monitor SMB and Agency locations for dips in transaction volume, or for locations that stop transacting entirely; reach out via phone and email as necessary to those locations to troubleshoot until they are back up and running
    • Actively attempt to “resell” locations that request termination
    • Terminate clients who are unresponsive, closed, or who opt to terminate, at the agent’s discretion
  • Sub-Enterprise Brand Management
    • Serve as a dedicated account management team to our SMBs and to our Agency clients who have fewer than 25 locations
    • Advise on and create campaigns on our merchants’ behalves
    • Resolve reported discrepancies in LevelUp and POS reports; this may include finding and reporting a bug, or solid math skills
    • Occasionally serve as liaison between the merchant and the POS dealer to ensure merchants are installed and running with LevelUp prior to launch; triage tickets to POS Ops as necessary
    • Proactively onboard new locations
  • Documentation & Training
    • Maintain pertinent external knowledge base articles for merchants either as deflection or to provide resources if they call in
    • Create a new Merchant-dedicated section within our internal knowledge base
    • Run job shadowing with new merchant team agents to bring them up to speed
    • Update merchant Salesforce records with changes in ownership

And Of Course, Perks!

  • Flexible PTO. It’s true, no strings attached and all the time you need 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.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavaLanguages
    • RubyLanguages
    • AndroidLanguages
    • iOSLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • Relational DatabasesDatabases
    • Google AnalyticsAnalytics
    • JIRAManagement
    • SalesforceCRM

Location

We are in the heart of downtown Boston's financial district, easily accessible by bus and train, and surrounded by tons of restaurants and amenities.
Why This Employee calls Grubhub the Cirque du Soleil of Tech Talent
Watch

An Insider's view of Grubhub

What’s the vibe like in the office?

It's fun coming to work because there's a constant buzz in the office. Everyone's excited to be here, working on big things, but also having fun collaborating and just being around each other. The marketing team is really tight knit- even though we're busy heading up our own projects, we make sure to take time to catch up on what we're up to.

Dyan

Growth Marketing Manager

How do your team's ideas influence the company's direction?

Our inside sales team lives on the company's front lines, playing an integral part in our growth strategy. Our sales team has direct access to our CSO, CEO and the entire marketing team. Their feedback, ideas, and suggestions -- even down to who they choose to call day in and day out ultimately define who our next client becomes.

Kathleen

Inside Sales Manager

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

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.

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.

Free Food. Kitchens are stocked and free Grubhub each week.

Casual Culture. Catch rays on the rooftop or get comfy on the couch and get to know your coworkers — because work, should be a place you want to be.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Time allotted for learning
More Jobs at Grubhub31 open jobs
All Jobs
Dev + Engineer
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
Boston
Developer
new
Boston
Operations
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Project Mgmt
new
Boston
Operations
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Developer
new
Boston
Project Mgmt
new
Boston
Developer
new
Boston