GrubHub Holdings Inc. is the nation's leading online and mobile food-ordering company dedicated to connecting hungry diners with local takeout restaurants. The GrubHub Holding Inc. portfolio of brands includes GrubHub, Seamless, MenuPages and Allmenus. The company's online and mobile ordering platforms allow diners to order directly from thousands of takeout restaurants across the country and London, and every order is supported by the company's 24/7 customer service. GrubHub Holdings Inc. has offices in Chicago, New York City and London.

With a career at GrubHub Holdings Inc., you can order your cake and eat it, too!

Our evolving Care department is seeking a focused, fair, and friendly Manager of Customer Care. 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.

Are you ready to support a growing department with detailed processes in an ever-changing industry? Take a look at the following questions and see how many you answer yes to:

• Is your schedule flexible? Care is staffed weekends, holidays, and around the clock each day.
• Are you an experienced customer service professional and team leader?
• Can you lead and support an agile, fun, and engaged team?
• Do you thrive in the face of new challenges?

Responsibilities:

• 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

Requirements: 

• Must be able to work 11pm - 730am and shift will include working Saturday or Sunday
• 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
• 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

GrubHub Holdings Inc. is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer.