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 21.2 million diners food ordering experience and we are partnered with 140,000 restaurants in 2,700 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
Merchant Team Leads directly manage an average of eight Level 1 Enterprise Merchant Specialists. These Merchant Level 1 agents are the primary points of contact supporting the LevelUp platform for merchants, partners, and internal teams. As their manager, the Merchant Team Lead will be expected to serve as an escalation point, a deeply knowledgeable resource for questions in Slack, and the Merchant L1s’ guide as they pursue growth into more specialized roles.
Some Challenges You’ll Tackle
- Guide Merchant L1 agents from their new hire onboarding through to when they achieve promotions into more senior roles
- Hold biweekly 1-on-1 meetings with all assigned Merchant L1s
- Track agents’ volume and satisfaction (along with a bevy of other metrics) and work with agents to help them reach their top performance potential
- Collaborate with L1s, L2s, Merchant Team Trainer and Merchant Manager alike to identify and implement solutions to technical requests from merchants, escalating issues when necessary
- Work interdepartmentally to ensure our documentation remains accurate; update when needed
- Actively promote and contribute to a positive, supportive atmosphere for all L1s; help your agents develop a sense of ownership of their work and of the customer experience with our platform
- Validate and translate user and merchant requests into feedback for the platform
- Deliver quarterly and annual reviews to agents
- Manage or assist with projects as they arise; work with stakeholders across departments on emerging responsibilities
- Be proactive about pursuing solutions to any emerging issues/bottlenecks/improvement opportunities
- Sync with user L1 agents as needed to discuss interest in Merchant Team growth
- Make hiring and performance management recommendations to the Merchant Manager
You Should Have
- 2-4 years of management experience, preferably in food service or with another customer service team; one to two years of direct merchant or client support experience strongly preferred
- Strong written and verbal communication skills, with the ability to tailor messages
- Adaptable, flexible, ready and excited to pivot on a moment’s notice, without complaint; day-to-day tasks change quickly and constantly
- Radiate awesomeness at all times: show a positive attitude and confidence, be team-oriented, have a sense of humor
- Love solving problems and helping people walk away happy
- Bachelor’s Degree or equivalent experience
Bonus Points
- Desire to know everything about everything all of the time
- Knowledge and interest in mobile apps and/or payments
- Experience working in a startup environment and/or helping run a restaurant
- Extensive appreciation for baked goods, board games, .GIFs, and/or banter
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 [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. |