Lead Care Specialist

Why Work For Us

Grubhub, part of Wonder Group Inc, is all about connecting hungry diners with our network of over 375,000 merchants 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!

Grubhub is looking for an innately curious, data-driven Sr Care Specialist to join our Campus Care team. This team supports orders through our Campus product. The team supports new verticals such as Robot Delivery, Hospitals, Hotels, and Resorts mobile ordering and introducing Grubhub+. Tier 2 team handles app and tech issues- adding campus cards, troubleshooting payment methods. Recreating and reporting bugs to engineering. As well as fraud and policy abuse for on-campus users. Escalations from Campus officials and campus card providers as well as other partners

As a member of this team, you will be responsible for communicating with campus diners and campus merchant partners to address any payment or technical issues that may arise. From investigating app issues to identifying bugs, troubleshooting campus cards, working with stakeholders to solve complex problems, building out what our SOPs, policies, and procedures will look like. Becoming a knowledge expert will allow you to achieve success. 

The Impact You Will Make

• Handle a high volume of customer contacts from students and university dining teams, specifically regarding payment issues, account issues and fraud.

• Respond to complex issue escalations from the tier 1 team and work directly with both Techops and Engineering to resolve the issue with them.

• Handle feedback and requests from campus officials. Have a strong grasp of prioritized client needs and be able to escalate bugs or create feature requests based on these needs.

• Demonstrated experience and confidence in applying policy to resolution of issues.

• Act as the final escalation point for all things relating to campus diners. Use strong decision making skills to troubleshoot and make independent decisions on never before seen issues that do not have a SOP.

• Navigate complex tier 2 and tier 3 issues involving fraud, issues adding university card, hotel room charge failures or hospital payroll deductions 

• Able to easily perform walkthroughs with customers for questions in the app, including troubleshooting technical issues. 

• Provide feedback for Tier 1 teams for missed process opportunities to increase first contact performance. 

• Collaborate directly with other campus teams as when resolving issues and determine the issue scope and severity for other teams.

• Maintain complete ownership of issues until resolution including timely updates and follow-ups with the customer.

• Support pilot initiatives and contribute to overall design improvements through project reviews, feedback to teams.

• Recommend opportunities to drive process improvements that will positively impact the diner or campus’ experience.

• Respond to all Grubhub app reviews and tweets regarding campus dining.

• Handle all fraud at the highest level, escalating to campus authorities, leadership and client success managers as necessary.

• Create and own projects in the slow season that improve operational efficiency. Act as the project manager and collaborate with other departments, set up meetings, and provide updates. 

• Create all Jira escalations for tech ops that require additional technical support or troubleshooting. Own the escalation from start to finish, following up with the impacted customer, any campus officials involved, or CSMs, as well as the tech ops team that is assisting with resolving the issue.

What You Bring to the Table

• 2-4 years of experience in a customer support/experience role; start-up, e-commerce, or technology background a plus

• Experience with zendesk

• Strong analytical skills with an ability to dive deep, summarize, and communicate important data

• Ability to solve ambiguous problems and make sense of complex and interconnected systems

• Track record