Onboarding Associate

Wonder; Chicago (IL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Equity

401(k)

Medical, dental, and vision plans

Paid time off (PTO)

Discounted meals

Job summary

Wonder is seeking an Onboarding Associate in Chicago to guide restaurant partners through the full onboarding journey, from setup to going live and ongoing optimization on our platform.

You will educate restaurant owners on the value of joining Grubhub quickly, train them on our tools, and coordinate with internal and external teams to ensure a smooth, scalable onboarding experience and ongoing success.

Qualifications

• High school diploma or equivalent working experience required.
• 1-2 years of customer service experience; experience with restaurant owners is a plus.
• Experience with computer and Windows PC applications; familiarity with Salesforce.com or Zendesk is a plus.

Responsibilities

• Manage the end-to-end restaurant onboarding process; oversee all stages of onboarding, ensuring a timely and efficient experience for our partners.
• Configure accounts for integration and menu ingestion, checking for quality using internal tools.
• Proactively reach out to restaurant owners daily to facilitate onboarding and troubleshoot integration onboarding issues to get them live quickly.
• Collaborate cross-functionally with external integration partners, sales, operations engineering, integrations partnerships, and solutions consultants to improve onboarding experiences.

Skills

Customer service

Outbound calling

Communication

Problem-solving

Multi-tasking

Empathy

Adaptability

Team player

Fast-paced environment

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

CRM systems

Job description

About The Opportunity
As an Onboarding Associate, you will be responsible for guiding restaurants through the entire onboarding process, from initial setup and training to ensuring they are fully equipped to manage orders and optimize their presence on our platform. You will provide restaurant owners with insights into the value of getting onto the Grubhub platform as quickly as possible to ensure they benefit from our partnership right out of the gate. This role requires excellent communication and interpersonal skills, strong technical aptitude, and a passion for building strong relationships with our restaurant partners.

About The Opportunity

As an Onboarding Associate, you will be responsible for guiding restaurants through the entire onboarding process, from initial setup and training to ensuring they are fully equipped to manage orders and optimize their presence on our platform. You will provide restaurant owners with insights into the value of getting onto the Grubhub platform as quickly as possible to ensure they benefit from our partnership right out of the gate. This role requires excellent communication and interpersonal skills, strong technical aptitude, and a passion for building strong relationships with our restaurant partners.

The Impact You Will Make

• Manage the end-to-end restaurant onboarding process; oversee all stages of onboarding, ensuring a timely and efficient experience for our partners.
• Configure accounts for integration and menu ingestion, checking for quality using a variety of internal tools.
• Proactively reach out to restaurant owners daily to facilitate the onboarding of new accounts and troubleshooting integration onboarding issues with the goal of getting them live on the platform as quickly as possible.
• Work cross-functionally with multiple stakeholders including external integration partners, sales, operations engineering, integrations partnerships, and solutions consultants. You will collaborate with these teams to facilitate a positive onboarding experience, identify trends, and perform root cause analysis of issues and prevent them from occurring again.
• Collaborate with restaurant owners to set up accounts for long-term success including scheduling photoshoots, confirming operating hours, and ACH and W9 collection along with any additional required information.
• Provide restaurant owners with insights into the value of getting onto the Grubhub platform as quickly as possible to receive more orders.
• Align restaurant owners with our goals by expertly training them on the Grubhub platform and the integration partner’s capabilities along with how to use both companies’ products and services together.
• Leverage both internal and external tools to streamline the workflow and collaborate with your peers to share best practices that will enhance the entire team’s performance.
• Learn and master the onboarding process for existing and new integration providers partnering with Grubhub. You will also provide valuable feedback and ideas, in order to improve existing processes.

What You Bring To The Table

• High school diploma or equivalent working experience required
• 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
• Empathy and a genuine desire to help restaurant partners succeed on our platform
• 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

Chicago: $41,500 - $52,000 ($52,000 - $65,000)

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

The 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.