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Enterprise Support Specialist - Weekend Shift (Bilingual)

| Greater Boston Area
Enterprise Support Specialist - Weekend Shift (Bilingual Spanish)
Here at LevelUp, a Grubhub Holdings Inc. Company, 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 17+ million diners food ordering experience and we are partnered with 105,000 restaurants in 2,000 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, Eat24).
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!
Job Summary
Each Enterprise Support Specialist serves as the point of contact supporting the LevelUp platform for users, merchants, partners, and internal teams. This role will provide the opportunity to learn and own specialty areas, expand your knowledge and responsibilities, work on projects across various departments within the organization, grow within our team and organization, and influence the optimization of our processes, all while helping customers and working with a tight-knit team.
Support believes in learning, growing, and promoting internally: as Enterprise Support Specialists complete projects assigned to them, achieve high customer satisfaction and quality assurance scores on their tickets, knock volume expectations out of the park, and more, they'll earn badges. Earning badges unlocks access to promotions and a variety of growth path opportunities, including leadership, technical escalation, or specific subject matter expertise. As in life, so it is with support: choose your own adventure!
Each agent will have a set schedule that will include four ten hour shifts per week, including a combination of Morning (7:00 am to 5:00 pm) and Evening (1:00 pm to 11:00 pm) shifts on weekends, and two daytime shifts with the team in the office during the business week. Candidates must be available across a variety of these times, as well as certain holidays. We're happy to discuss in more detail during the interview process.
All shifts will also require availability for about two months of training and shadowing during 9:00 am to 5:30 pm business hours, and weekly availability to visit the office during those hours for further training, meetings, company events, etc.

Job Responsibilities

  • Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
  • Collaborate to identify and implement solutions to technical requests from users and merchants, escalating issues when necessary
  • Accurately document requests while adhering to Support protocols
  • Validate and translate user and merchant requests into feedback for the platform
  • Maintain an up-to-date and comprehensive knowledge of the product
  • Participate in the support team on-call rotation on nights and weekends to provide outside of business hours support and improve response time

Qualifications

  • 1-3 years experience in call center, tech support, food service management, or another role that honed great customer service skills
  • Bilingual in English and Spanish, including support or technical experience applying both languages
  • Strong written and verbal communication skills, with the ability to tailor messages
  • Flexibility and adaptability like ‘whoa’; day-to-day tasks will change quickly
  • Radiate awesomeness at all times: show a positive attitude and confidence, be team-oriented, have a sense of humor
  • Bachelor’s Degree or equivalent experience

Benefits & 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.

LevelUp, a Grubhub Company, connects restaurants and guests with a seamless customer experience that blends analytics, loyalty, and rewards. LevelUp brings its technology to market in multiple ways: embedded into partner restaurant apps to provide a full-stack customer engagement solution; via an open developer platform that powers over 200 mobile apps; and through the LevelUp partner distribution channels, which lets consumers order ahead and avoid the line at their favorite lunch spots using the apps already on their phone.
Based in Boston, LevelUp is a part of Grubhub’s portfolio of brands and powers the mobile experiences for top brands like Chase Pay, Pret A Manger, Potbelly, Tropical Smoothie Cafe, Steak ‘N Shake, Dunn Bros Coffee, Argo Tea and sweetgreen.
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 e-mail address.

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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.

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
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