Enterprise Merchant Specialist
About The Opportunity
We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you!
Job Summary
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.
The Impact You Will Make
- 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, or 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 POS Ops 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
What You Bring to the Table
- The willingness and ability to work with stakeholders of all levels, both interdepartmentally within our company and with our clients, vendors, and partners
- An attention to detail so sharp phlebotomists get jealous
- A sense of urgency--the issues that come into this team will often be considered of the highest priority, both by the restaurant submitting the issue and by internal stakeholders. You may be the only thing standing between a top restaurant brand in the US and their ability to process hundreds or thousands of orders--so you’d be better be able to think quickly, act fast, and not just adhere to a tight SLA but understand, agree with, and constantly attempt to improve it
- That said, you also need proven skills in dissecting complex issues on limited information--in this role, both speed and skill are critical. You will not succeed if you are fast but miss details and cannot deliver the proper resolution; likewise you will not succeed if you are 100% right but take a day to reply when asked why a restaurant is completely offline
- Experience with, or the ability to master, Jira, SumoLogic, OAN, and GFR
And Of Course, Perks!
- Flexible 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 virtual happy hours!
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
- COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it’s safe to return.
Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email 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.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].