• Customer Experience Lead

    Job Locations US-CO-Denver
    Job ID
    2019-8485
    Category
    Tapingo
  • About The Opportunity

    Here at Grubhub we’ve been dedicated to giving diners 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. We take great pride in knowing that we are a part of 20+ million diners food ordering experience and we are partnered with 125,000 restaurants in 2,400 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).

    Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery!

     

    Tapingo (part of the Grubhub family) is the #1 mobile commerce app on campus. Students on 200+ college campuses around the US use Tapingo to get what they want, when they want, where they want. Come and join the Tapingo team on our mission to help customers save time and allow them to wait less, live more!

     

    One of our core values is “We’re Done When Everyone’s Eating”. When we solve a problem, we solve it end to end. We don’t do “our bit” – we own the solution. We hold ourselves accountable for the final results, and we celebrate the true differences that we make.

     

    The Customer Support 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.

    Some Challenges You’ll Tackle

    • Lead the Customer Experience team; Create and refine policies to ensure superb and efficient customer service is provided to our customers; 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

    You Should Have

    • Bachelor’s degree or equivalent experience
    • Passionate about improving customer experience by driving process improvements
    • Prior experience with support/operations; prior leadership experience is a big plus
    • Previous operating experience in an on-demand economy startup preferred
    • 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

    And Of Course, 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.

     

    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 talentacquisition@grubhub.com 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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