Enterprise Merchant Specialist
About The Opportunity
Grubhub is dedicated to connecting hungry diners with our wide network of restaurants across the country. Our innovative technology, easy-to-use platforms and streamlined delivery capabilities make us an industry leader today, and in the future of online food ordering.
We strive to create a workplace that reflects the diversity of our customers and the communities we serve. When you join our team, you become part of a community that works together to innovate, solve problems, take risks, grow, work hard and have a ton of fun in the process!
Why Work For Us
We have a fast-paced environment and that is what our teams thrive on. Grubhub believes in empowering people and offering opportunities for development, as well as professional growth. We value strong, positive relationships in all areas: with each other, our customers and our greater community. Want to be a part of a team of diverse collaborators in an authentically fun culture? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!
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) and support the front line for all client inquiries. 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
Ongoing Responsibilities:
- Tickets & Phones
- Staff an inbound dedicated merchant phone line
- Work a queue of high-priority merchant tickets, prioritizing them in order of business impact
- 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
- Generate detailed problem reports relating to order integration issues that our clients may alert us of
- 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, solid math skills, and understanding how to cross-reference external and internal reporting
- 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 the POS Operations department 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
- Develop and maintain a comprehensive understanding of the products we offer as they evolve in order to provide the highest caliber of support to our clients
- Potential Specialized Projects
- High-performing agents may also be assigned more specialized or cross-departmental projects, such as configuring and launching new locations
And Of Course, Perks!
- PTO. Grubhub employees are provided a generous amount of time to recharge their batteries.
- Health and Wellness. We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, and a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4-week returnship program, and 6-8 weeks paid medical leave.
- Learning and Career Growth. Your personal and professional development is a priority at Grubhub. From day one, we empower you to lead and be an active participant in your career growth. We provide continuous learning opportunities, training, and coaching and mentorship programs.
- MealPerks. Who’s ready for some lunch? We provide our employees with a weekly Grubhub credit to enjoy and support local restaurants. We also offer company-wide meals several times a year to bring our Grubhub family together.
- Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!
- Social Impact. We believe in the importance of serving the communities that support our business. In addition, employees are given paid time off each year to support the causes that are important to them.
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 [email protected] 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 email address.