Associate Account Manager, SMB Accounts

Grubhub; Chicago (IL); Hybrid; USD 38,000 - 60,000; Full time

Benefits offered by this job

Equity

401(k)

Medical insurance

Dental insurance

Vision insurance

Paid time off

Vacation

Sick leave

Parental leave

Meal discounts

Exclusive perks

Job summary

Grubhub is seeking an Associate in the Restaurant Success team to nurture restaurant relationships within the SMB segment. You will manage an assigned book of business, focus on retention and engagement, and serve as the primary contact to resolve issues and drive long-term partnerships.

You will handle contract updates, changes of ownership, and support with marketing to attract diners, while ensuring account integrity and timely SLA adherence. Hybrid office model applies.

Qualifications

• 1–2 years of customer service experience, ideally with restaurant owners or in hospitality.
• Experience with CRM systems such as Salesforce or Zendesk is a plus.
• Strong written and verbal communication; ability to engage clients professionally.

Responsibilities

• Retain merchants by addressing issues and reducing churn.
• Manage paused accounts and restore them to active status for ordering.
• Update contracts, ownership changes, and assist with fraud or legal questions.
• Help restaurants grow orders via marketing support and upsell opportunities.
• Resolve inquiries quickly to build trust and loyalty with restaurant partners.
• Coordinate with internal teams on complex payment and tax questions.
• Maintain accurate account information and meet SLA targets.
• Handle round-robin partner issue queue and provide timely responses.

Skills

Customer service

CRM familiarity

Outreach calls

Verbal communication

Problem solving

Multi-tasking

Training ready

Punctuality

Tools

Salesforce

Zendesk

Job description

About Grubhub

At Grubhub, we believe food is more than just a meal: It’s a source of discovery, connection, and pure enjoyment. There’s a time and place for every type of dish, from hidden neighborhood gems to tried-and-true favorites, and we exist to connect people with the food they love in all the ways they like to dig in. We’ve been at it since 2004, but now, as part of Wonder, Grubhub is operating with a renewed sense of momentum and the high-velocity energy of a powerhouse startup.

As a leading U.S. ordering and delivery marketplace, we feature over 415,000 merchants in more than 4,000 cities, creating the ultimate food experience by elevating online ordering through innovative restaurant technology, easy-to-use platforms, and an improved delivery experience. We are constantly finding new ways to innovate—from integrated grocery delivery with groceries powered by Instacart to exclusive loyalty programs. Join our team, based out of New York City, Chicago and Denver, and help us give our diners the exceptional value they deserve.

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

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.

#LI-Hybrid

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)

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

• competitive compensation package with equity and a 401(k)
• 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
• paid sick leave in compliance with applicable law
• paid parental leave
• discounted meals
• 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.