Technical Support Team Lead

Wonder • Denver, CO

5d • Hybrid

About The Position

Here at Grubhub we’ve been dedicated to giving merchants the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa). While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. One of our core values is We are Done When Everyone's Eating. When we solve a problem, we solve it end to end. We hold ourselves accountable for the final results, and we celebrate the true differences that we make. The Support Team Lead will be responsible for leading day-to-day operations of Grubhub Campus customer support team, managing both the internal and outsourced support teams. For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. The ideal candidate has previous customer support experience in the on-demand economy and is passionate for representing our customers' voice to help better products and constantly improve our service.

Requirements

• Bachelor's degree or equivalent experience
• Passionate about improving customer experience by driving process improvements
• Prior experience with support/operations
• Ability to analyze data, draw accurate conclusions, and develop actionable recommendations
• Able to manage multiple projects simultaneously and thrive in a dynamic environment
• Highly organized and detail-oriented
• Strong verbal, written, and presentation skills

Nice To Haves

• prior leadership experience is a big plus
• Previous operating experience in an on-demand economy startup preferred

Responsibilities

• Lead the MO team
• Create and refine policies to ensure superb and efficient service is provided to our merchants
• work closely with cross-functional teams on support related initiatives
• Track and iterate around key performance metrics to improve support quality for stakeholders and build a strong, satisfied customer base
• Monitor and implement best practices to increase productivity and quality
• Collaborate effectively across teams to escalate and resolve customer issues and priorities
• own support tickets throughout resolution and serve as the highest escalation point in the support team.
• Leverage data to refine staffing, set objectives, and drive changes as needed to meet those objectives
• Make recommendations to Product and Engineering around feature requests and bugs as reported by users, serving as our customer voice
• Manage team projects

Benefits

• We offer a competitive salary package including equity and 401K.
• Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager