Restaurant Success Team

Description:

Grubhub, part of Wonder Group Inc., is a leader in online food ordering and delivery, connecting millions of hungry diners with a network of over 375,000 restaurants nationwide. With cutting-edge technology and customer-first innovation, Grubhub creates seamless experiences for diners and restaurants alike.

We are seeking a highly motivated Associate in Merchant Accounts to join our Restaurant Success Team in Chicago. In this role, you will be the primary contact for assigned restaurant partners, ensuring strong relationships, resolving issues, and driving engagement. This is an exciting opportunity for customer-focused professionals who thrive in fast-paced, growth-driven environments.

Key Responsibilities:

• Serve as the main contact for restaurant partners, ensuring strong and long-lasting relationships.

• Manage an assigned portfolio of restaurants with a focus on retention and engagement.

• Prevent merchant attrition by addressing cancellation requests, resolving issues, and managing objections.

• Provide marketing support to merchants to help attract new diners, increase orders, and improve service quality.

• Upsell merchants on marketing products, promotional opportunities, and perks to strengthen business performance.

• Update contracts, process ownership changes, and provide support on fraud and legal issues.

• Resolve complex payment and tax inquiries while ensuring accurate account information.

• Manage service-level agreements (SLAs) to deliver excellent response times and a strong merchant experience.

• Build trust and loyalty with restaurant owners through consistent, value-driven engagement.

Minimum Qualifications:

• 1–2 years of customer service experience (restaurant industry or restaurant-owner experience is a plus).

• Strong verbal and written communication skills with a professional approach.

• Ability to handle outbound phone calls confidently.

• Proficiency with PC applications and quick adaptability to new software systems.

• Problem-solving expertise to address merchant needs and deliver solutions in real-time.

• Ability to manage multiple tasks, products, and priorities simultaneously.

• Positive, reliable, and flexible with a team-oriented mindset.

• Must successfully complete training and demonstrate proficiency.

Preferred Qualifications:

• Experience with Salesforce.com, Zendesk, or other CRM tools.

• Restaurant industry experience or prior direct work with restaurant owners.

• Strong operational know-how in handling customer accounts.

Benefits & Perks:

• Competitive Pay – Base + uncapped commissions.

• Paid Time Off (PTO) – Generous vacation and personal time.

• Health & Wellness – Comprehensive medical, dental, vision benefits, 401k matching, parental leave, and employee resource groups.

• Free Meals – Weekly Grubhub credit for employees.

• Social Impact – Opportunities to give back through the Grubhub Community Fund and dedicated paid volunteer time.

About the Organization:

Grubhub, part of Wonder Group Inc., is a leader in the food ordering and delivery industry. With over 375,000 restaurant partners across the U.S., Grubhub continues to innovate and scale by providing diners with seamless food ordering experiences and helping restaurants grow their businesses. The company fosters a collaborative, fun, and dynamic culture where employees can thrive and make a real impact.