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Support Team Lead

| Greater Boston Area
Support Team Leads directly manage an average of eight L1 Support Geniuses. Our L1s are the primary points of contact supporting the LevelUp platform for users, merchants, partners, and internal teams. As their manager, the Team Lead will be expected to serve as an escalation point, a deeply knowledgeable resource for questions in Slack, and the L1s’ guide as they pursue growth into more specialized roles.
The Team Lead will work alongside two other current Team Leads in order to manage a team of 24 agents (and growing!), which includes overnight and weekend agents. Note that the number of agents (and needed leads!) may increase as our business needs evolve, so any Team Lead should be ready to manage more agents than the average or current expectation.

Role Responsibilities

  • Guide 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 L1s
  • Use our MaestroQA platform to quality assess a set quantity of your agents’ tickets each week; bring feedback, guidance, and support to every 1-on-1 meeting
  • Track agents’ volume and customer satisfaction (along with a bevy of other metrics) and work with agents to help them reach their top performance potential
  • Collaborate with L1s and L2s alike to identify and implement solutions to technical requests from users and 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
  • Be proactive about pursuing solutions to any emerging issues/bottlenecks/improvement opportunities

Qualifications

  • 2-4 years of management experience, preferably in food service or with another customer service team
  • 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

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
    • .NETLanguages
    • RubyLanguages
    • AndroidLanguages
    • iOSLanguages
    • Factory GirlLibraries
    • RspecLibraries
    • httpartyLibraries
    • ASP.NETFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • 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 LevelUp

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 has your career grown since starting at the company?

The sales career path I set out to conquer led me down a very different path than I expected. I recognized an opportunity to contribute to the success of the company in a different way– by supporting our hiring efforts and growing our HR department. I had little to no experience, but I proved very quickly that I was hungry to learn.

Ashleigh

HR Princess

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 LevelUp Perks + Benefits

LevelUp Benefits Overview

-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)

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
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