Support Genius

| Greater Boston Area
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Support Genius

Come join the LevelUp team in Boston to help build the next-generation growth engine for restaurants, connecting restaurants and guests with a seamless customer experience that blends analytics, loyalty, and rewards. And now as part of the nation's leading online and mobile food ordering company, LevelUp—together with Grubhub—is on the front lines creating an even more complete solution for restaurants.

We take pride in our inclusive and collaborative team atmosphere that encourages constant learning and growth, and empowers our employees to use their unique strengths and perspectives to make the biggest impact possible. And if we can have some fun, eat tons of food and win the Boston Business Journal’s #1 Best Place to Work Award (which we did twice!) along the way, even better. If you’re looking for a diverse, creative, hard-working team to solve exciting new problems with - look no further!

Summary

Each Support Genius 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 L1 agents 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!

Job Responsibilities

  • Focus on excellent customer service while troubleshooting and solving issues, and explaining our platform
  • Provide technical and customer support via phone and tickets/emails
  • 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 for mornings (from 7am) and nights (until 11pm) to provide support and improve response time outside of normal business hours

Qualifications

  • 1-3 years experience in customer service, foodservice, tech support, call centers, or another role that honed great people skills
  • Strong written and verbal communication skills
  • Flexibility and adaptability like ‘whoa’; we are a start-up, and things may change from day to day or week to week
  • 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

Bonus Points

  • Fluent in spoken and written Spanish, including knowledge of technical terms and/or experience providing technical or customer support in both English and Spanish
  • Desire to know everything about everything all of the time
  • Love solving problems and helping people walk away happy
  • Knowledge and interest in mobile apps and/or payments
  • Experience working in a startup environment and/or helping run a restaurant
  • Extensive appreciation for donuts, .GIFs, and/or banter

Benefits & Perks

  • Free catered lunches from the businesses in the LevelUp ecosystem plus LevelUp credit to spend wherever we are accepted
  • A never ending amount of coffee beans to make whatever suits your fancy and a snack closet that’s constantly stocked with a variety of snacks ranging from super healthy protein bars to a delicious bag of greasy chips
  • Comprehensive benefits package including Medical, Dental, Vision, Disability & Life Insurance, Supplemental Life Insurance, and a Health Savings Account
  • 401(k) with strong company match and a wide variety of investment options
  • Flexible Unlimited Vacation Policy
  • Charitable Matching Program
  • Regular in-office social events, including happy hours, karaoke, and game nights
  • Company-Wide Initiatives encouraging innovation, continuous learning, and cross-department connections
  • Casual office environment where jeans and flip flops are acceptable. #NoSuits
  • Convenient access to the MBTA via red, green, orange line & Commuter Rail (Downtown Crossing Station, Park Street & South Station are a few blocks away)

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. LevelUp is an equal opportunity employer that values diversity. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, or status as an individual with a disability.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • 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

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. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You’ll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and happy hours!

Social Impact. At Grubhub we believe in giving back. In 2021, the Grubhub Community Fund gave more than $25 million to over 23 charitable organizations.. Employees are also given paid time off each year to support the causes that are important to them.

Friday Half Days! Grubhub has newly instituted a permanent Friday afternoon holiday -- meaning Permanent Friday HALF DAYS!!! Our offices are closed every Friday, so in-office teams will work remote every Friday. All employees are encouraged to end their Friday's at 1:00pm local time to get a head start to the weekend! Depending on certain business needs, some teams may implement a different schedule for this time off ... but everyone is getting extra time off, regardless!!!

COVID-19. Grubhub Covid-19 vaccination policy requires employees to be fully vaccinated, and employees must be able to show proof of full-Covid-19 vaccination, prior to starting employment.

Culture
Volunteer in local community
Partners with nonprofits
Grubhub partners with many Non Profits through our “Donate the Change” program. Past examples include The National LGBT Chamber of Commerce (NGLCC), Feed the Soul Foundation, and World Central Kit
Open door policy
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Certain roles within Grubhub are eligible to receive company equity.
Performance bonus
Certain roles within Grubhub are eligible for bonuses.
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Continuing education available during work hours
Online course subscriptions available

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