Associate Account Manager, SMB

Wonder; United States; Hybrid; USD 35,000 - 60,000; Full time

Benefits offered by this job

Equity

401(k)

Medical plan

Dental plan

Vision plan

Disability insurance

Paid time off

Flexible PTO

Paid vacation

Paid sick leave

Discounted meals

Job summary

Wonder is seeking an Associate for the Restaurant Success team to nurture relationships with SMB restaurants and manage an assigned book of business. You will resolve issues, drive retention, and educate merchants on Grubhub-related products, perks, and promotions.

You will also handle a round-robin queue, update contracts, and coordinate with teams on fraud and tax inquiries, while maintaining service levels and a high-quality merchant experience.

Qualifications

• 1-2 years of customer service experience.
• Experience working with restaurant owners is a major plus. Restaurant experience is also a plus!
• Demonstrated ability in using computer and Windows PC applications, strong keyboard/navigation skills, learning new programs.
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
• Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences.
• Comfortable making outbound calls on the phone.
• Expertise in problem-solving – identifying root causes, customer needs, and quick, real-time solutions.
• Ability to multi-task duties and understand multiple products/levels of benefits.
• Must complete training and demonstrate proficiency.
• Positive attitude, reliability, attendance, operational know-how, team spirit, commitment.
• Be flexible and prioritize as needed by the business.
• Passion for fast-paced, fast-growing environment.

Responsibilities

• Manage an assigned book of business with focus on retention and engagement.
• Serve as the key contact for restaurants, resolving issues and improving satisfaction.
• Drive long-term partnerships and upsell marketing offerings and perks.
• Resolve inquiries quickly to build trust and loyalty; manage complex payment/tax inquiries.
• Maintain account integrity and up-to-date information; meet SLA targets.
• Handle a round-robin queue; resolve partner issues and answer questions.

Skills

Customer service

CRM experience

Outbound calls

Communication

Problem solving

Multitasking

Time management

Tools

Salesforce

Zendesk

Job description

About The Opportunity

As an Associate in the Restaurant Success team, you will play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization. Your primary responsibility will be managing an assigned book of business, with a focus on retention and engagement. You will serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.

The Impact You Will Make

Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections to keep them live on the platform. Management of paused accounts in your book of business - quickly resolving their issues and getting them back live for order taking. Updating contracts, processing changes of ownership, and providing support with legal issues, such as fraud. Help merchants attract new diners, increase orders, and improve service quality by providing merchants with marketing support and educating them on Grubhub's products, including upselling marketing rates and utilizing perks/promotions. Resolve inquiries quickly to develop trust and ultimately win loyalty with restaurant owners. Resolve complex payment and tax inquiries and coordinate with the appropriate teams. Ensure account integrity and accuracy by updating account information. You will effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience.

In addition to managing your book of business, you will also be responsible for a round-robin queue. Your responsibilities here include resolving partner issues, answering questions, and updating account information as needed.

What You Bring to the Table

• 1-2 years of customer service experience.
• Experience working with restaurant owners is a major plus. Restaurant experience is also a plus!
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs.
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
• Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences.
• Comfortable making outbound calls on the phone.
• Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time.
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.
• Must successfully complete training for this role and demonstrate proficiency in the material learned.
• Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job.
• Be flexible while handling assignments and prioritize as needed by the business.
• Passion and aptitude for working in a fast-paced and fast-growing environment.

Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you.

Salary And Compensation

We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below.

• Illinois: $38,400 - 48,000 ($48,000 - $60,000 OTE Range)
• New York: $42,240 - 52,800 ($53,000 - $66,000 OTE Range)
• USA Remote: $34, 560 - $48,00 ($43,000 - $60,000 OTE Range)

Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.

Benefits

• benefits applicable to this role include a competitive compensation package with equity and a 401(k). We also offer a choice of medical, dental, and vision plans, company paid short and long term disability coverage, paid time off including flexible time off for exempt employees, paid vacation for non-exempt employees, and paid sick leave in compliance with applicable law in addition to paid parental leave, discounted meals and exclusive perks across the Wonder family of brands.

Eligibility, effective dates, and available plan options vary by employment classification and location. To learn more about benefits for this role, visit our Careers page here.

A Final Note

At Wonder, we build the best teams by hiring with an objective lens — evaluating people for their potential while championing diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. As part of our commitment to fair and compliant hiring practices, Wonder participates in the federal government's E-Verify program to confirm employment eligibility. If you need an accommodation during the interview process, please let your recruiter know.

We look forward to hearing from you! We’ll contact you via email or text to schedule interviews and share information about your candidacy.

Wonder is the mealtime platform built to feed every craving without compromise. With options including dine-in, delivery, pickup, and meal kits, Wonder makes every mealtime effortless. Through the Wonder app, customers can combine hundreds of dishes from exclusive, chef-developed concepts in a single order so everyone gets exactly what they’re craving.

Wonder’s portfolio of brands includes meal-kit pioneer Blue Apron, leading online food marketplaces Grubhub and Seamless, and Emmy®-winning media company Tastemade. Together, we’re united by a single mission: to make great food more accessible. There has never been a more exciting time to join our world-class team. We’ve brought together people who are changing the way the world eats — with grit, optimism, care, and a little bit of salt, and pepper. And we’re just getting started.