Restaurant Success Manager - Growth & Retention Partner

Wonder; Chicago (IL); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Equity

401(k)

Medical plans

Dental plans

Vision plans

Paid time off

Paid parental leave

Discounted meals

Job summary

Wonder in Illinois is seeking an Associate for the Restaurant Success team to support and nurture relationships with SMB restaurant partners. You will manage an assigned book of business, focusing on retention, engagement, and becoming the main point of contact for restaurants to resolve issues and drive long-term partnerships.

The role includes handling escalations, marketing support for merchants, and ensuring high-quality merchant experiences while meeting SLAs.

Qualifications

• 1-2 years of customer service experience; restaurant owners experience is a plus.
• Proficient with Windows & computer applications; CRM experience is a plus.
• Strong verbal and written communication with clients/internal audiences.
• Comfortable making outbound calls on the phone.
• Strong problem solving to identify root causes and provide quick solutions.
• Ability to multi-task and understand multiple products/benefits.
• Must complete training and demonstrate proficiency.

Responsibilities

• Prevent merchant attrition by addressing issues and objections to keep them live.
• Manage paused accounts and get them back live for orders.
• Update contracts, ownership changes, and assist with fraud/legal issues.
• Help merchants attract diners and upsell marketing rates/promotions.
• Resolve inquiries to build trust and loyalty with restaurant owners.
• Handle complex payment and tax inquiries coordinating with teams.
• Ensure account data accuracy and integrity.
• Meet SLAs while delivering great merchant experience.
• Handle round-robin queue and update account information as needed.

Skills

Customer service

CRM familiarity

Verbal communication

Outbound calling

Problem solving

Multi-tasking

Training completion

Reliability

Flexibility

Fast-paced environment

Tools

Salesforce.com

Zendesk

Job description

Wonder in Illinois is seeking an Associate for the Restaurant Success team to support and nurture relationships with SMB restaurant partners. You will manage an assigned book of business, focusing on retention, engagement, and becoming the main point of contact for restaurants to resolve issues and drive long-term partnerships.

The role includes handling escalations, marketing support for merchants, and ensuring high-quality merchant experiences while meeting SLAs.