Grubhub
Overview
Grubhub is looking for a data-driven, customer-focused Lead Care Specialist to join our Campus Care team. This team supports orders through our Campus product and new verticals such as Robot Delivery, Hospitals, Hotels, and Resorts mobile ordering and Grubhub+. Tier 2 handles app and tech issues, adding campus cards, troubleshooting payment methods, recreating and reporting bugs to engineering, and addressing fraud and policy abuse for on-campus users. Escalations come from Campus officials and campus card providers as well as other partners. Responsibilities
Handle a high volume of customer contacts from students and university dining teams regarding payment issues, account issues and fraud. Respond to complex issue escalations from the tier 1 team and work with Techops and Engineering to resolve issues. Manage feedback and requests from campus officials; escalate bugs or create feature requests based on client needs. Apply policy to issue resolution and act as a final escalation point for campus diner issues. Troubleshoot complex tier 2 and tier 3 issues involving fraud, campus card additions, hotel room charge failures, or hospital payroll deductions. Perform walkthroughs with customers for questions in the app and troubleshoot technical issues. Provide feedback to Tier 1 teams to improve first-contact resolution and collaboration with campus teams to determine issue scope and severity. Maintain ownership of issues until resolution with timely updates and follow-ups. Support pilot initiatives and contribute to design improvements through project reviews and cross-team feedback. Suggest opportunities to drive process improvements for the diner or campus experience. Respond to Grubhub app reviews and social mentions regarding campus dining. Handle all fraud at the highest level, escalating as needed to campus authorities, leadership, and client success managers. Create and own projects in slow seasons to improve operational efficiency; act as project manager and coordinate with other departments. Create Jira escalations for Tech Ops and manage the escalation from start to finish. What You Bring to the Table
2-4 years of experience in a customer support/experience role; startup, e-commerce, or technology background a plus Experience with Zendesk Strong analytical skills with the ability to dive deep, summarize, and communicate data Ability to solve ambiguous problems and understand complex systems Track record of driving results on cross-functional teams Excellent written and verbal communication skills Comfortable working in a fast-paced environment with ambitious goals Base Salary
Colorado: $57,000 Wonder Group uses geographic-specific salary structures; final offer may vary based on location and candidate factors such as skills, education, training, credentials, and experience. Perks
Flexible PTO Health and Wellness: medical, dental, vision benefits; 401k; employee resource groups; paid parental leave Free Meals: weekly Grubhub credit Social Impact: Grubhub Community Fund and paid time off for charitable causes Equal Opportunity
Grubhub is an equal opportunity employer. We value diversity and are committed to a workplace that is inclusive of all qualified applicants regardless of 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, email TalentAcquisition@grubhub.com with your request and contact information. If you are a resident of California and would like a copy of our CA privacy notice, email privacy@grubhub.com.
#J-18808-Ljbffr
Grubhub is looking for a data-driven, customer-focused Lead Care Specialist to join our Campus Care team. This team supports orders through our Campus product and new verticals such as Robot Delivery, Hospitals, Hotels, and Resorts mobile ordering and Grubhub+. Tier 2 handles app and tech issues, adding campus cards, troubleshooting payment methods, recreating and reporting bugs to engineering, and addressing fraud and policy abuse for on-campus users. Escalations come from Campus officials and campus card providers as well as other partners. Responsibilities
Handle a high volume of customer contacts from students and university dining teams regarding payment issues, account issues and fraud. Respond to complex issue escalations from the tier 1 team and work with Techops and Engineering to resolve issues. Manage feedback and requests from campus officials; escalate bugs or create feature requests based on client needs. Apply policy to issue resolution and act as a final escalation point for campus diner issues. Troubleshoot complex tier 2 and tier 3 issues involving fraud, campus card additions, hotel room charge failures, or hospital payroll deductions. Perform walkthroughs with customers for questions in the app and troubleshoot technical issues. Provide feedback to Tier 1 teams to improve first-contact resolution and collaboration with campus teams to determine issue scope and severity. Maintain ownership of issues until resolution with timely updates and follow-ups. Support pilot initiatives and contribute to design improvements through project reviews and cross-team feedback. Suggest opportunities to drive process improvements for the diner or campus experience. Respond to Grubhub app reviews and social mentions regarding campus dining. Handle all fraud at the highest level, escalating as needed to campus authorities, leadership, and client success managers. Create and own projects in slow seasons to improve operational efficiency; act as project manager and coordinate with other departments. Create Jira escalations for Tech Ops and manage the escalation from start to finish. What You Bring to the Table
2-4 years of experience in a customer support/experience role; startup, e-commerce, or technology background a plus Experience with Zendesk Strong analytical skills with the ability to dive deep, summarize, and communicate data Ability to solve ambiguous problems and understand complex systems Track record of driving results on cross-functional teams Excellent written and verbal communication skills Comfortable working in a fast-paced environment with ambitious goals Base Salary
Colorado: $57,000 Wonder Group uses geographic-specific salary structures; final offer may vary based on location and candidate factors such as skills, education, training, credentials, and experience. Perks
Flexible PTO Health and Wellness: medical, dental, vision benefits; 401k; employee resource groups; paid parental leave Free Meals: weekly Grubhub credit Social Impact: Grubhub Community Fund and paid time off for charitable causes Equal Opportunity
Grubhub is an equal opportunity employer. We value diversity and are committed to a workplace that is inclusive of all qualified applicants regardless of 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, email TalentAcquisition@grubhub.com with your request and contact information. If you are a resident of California and would like a copy of our CA privacy notice, email privacy@grubhub.com.
#J-18808-Ljbffr