Manager, Customer

Grubhub is the nation's leading online and mobile food ordering company dedicated to connecting hungry diners with local takeout restaurants. The company’s online and mobile ordering platforms allow diners to order directly from more than 45,000 takeout restaurants in over 1,100 U.S. cities and London. Every order is supported by the company’s 24/7 customer service teams. Grubhub has offices in Chicago, New York and London.

We are seeking an energetic and driven Manager of Customer Care to join our evolving Care team. This group provides 24/7 transaction support for our hungry diners and restaurant partners through multiple contact channels including tickets, chats, and inbound and outbound calls. Reporting to a Senior Manager of Customer Care, a successful Manager enjoys coaching a team and juggling multiple elements in a fast-paced operation.

* Supervise the daily operations for the team, partnering with other team managers to share responsibilities * Create a positive, team-focused environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency * Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Workforce Management, Training & Quality, and Restaurant Care teams * Monitor call center metrics to ensure workforce alignment with company goals and objectives * Identify and execute developmental opportunities for Specialists and at least one Lead * Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team * Participate in the hiring and onboarding process * Ensure schedule adherence; approve and submit team members’ payroll * Perform other duties as assigned to ensure diner, client, restaurant and employee satisfaction

* **Must be able to work Friday - Tuesday 330pm - 12am (off Wed/Thurs)** * Bachelor’s degree strongly preferred * 5+ years of customer service, support/account management, or technical support experience with 2+ years of experience in a supervisory capacity * Team-player mentality; ability to collaborate and effectively share ideas with other leaders * High emotional intelligence, a can-do mentality and a creative approach to problem solving * The ability to act quickly, be flexible, multitask, and manage frequent changes * Outstanding written/verbal/interpersonal communication skills (English); multilingual fluency a plus * Excellent computer skills and proficiency in the Microsoft applications (Word, Excel, PowerPoint) and Google Apps; bonus points for familiarity with Salesforce.com * Flexibility with your schedule and willingness to work unconventional shifts, including weekends and several holidays throughout the year