Technical Support Team Lead, Wonder
$32.45/hr + Equity
More information about location
3-5 days a week in office
Extraordinary food that comes to you
Be an early applicant
Extraordinary food that comes to you
1001+ employees
Be an early applicant
$32.45/hr + Equity
More information about location
3-5 days a week in office
1001+ employees
Company mission
To remake the relationship Americans have with food by revolutionising home dining.
Role
Who you are
- Bachelor's degree or equivalent experience
- Passionate about improving customer experience by driving process improvements
- Prior experience with support/operations; prior leadership experience is a big plus
- Previous operating experience in an on-demand economy startup preferred
- Ability to analyze data, draw accurate conclusions, and develop actionable recommendations
- Able to manage multiple projects simultaneously and thrive in a dynamic environment
- Highly organized and detail-oriented
- Strong verbal, written, and presentation skills
What the job involves
- The Support Team Lead will be responsible for leading day-to-day operations of Grubhub Campus customer support team, managing both the internal and outsourced support teams
- For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done
- The ideal candidate has previous customer support experience in the on-demand economy and is passionate for representing our customers' voice to help better products and constantly improve our service
- Lead the MO team; Create and refine policies to ensure superb and efficient service is provided to our merchants; work closely with cross-functional teams on support related initiatives
- Track and iterate around key performance metrics to improve support quality for stakeholders and build a strong, satisfied customer base
- Monitor and implement best practices to increase productivity and quality
- Collaborate effectively across teams to escalate and resolve customer issues and priorities; own support tickets throughout resolution and serve as the highest escalation point in the support team
- Leverage data to refine staffing, set objectives, and drive changes as needed to meet those objectives
- Make recommendations to Product and Engineering around feature requests and bugs as reported by users, serving as our customer voice
- Manage team projects
Our take
Food delivered to your door often gets cold and soggy as it travels in a courier's bag from the restaurant to your home. Using Wonder, customers order food from a mobile app, which is cooked in a truck right outside your door. It aims to improve the standard of home-delivered food, both the quality of product – working with world-renowned chefs – and the experience itself.
Wonder has received fair criticism surrounding poor environmental consideration, as each kitchen/van sits idle with the engine running whilst food is prepared. A study by the US Department of Energy found that banning the unnecessary idling of personal vehicles would be the same as taking 5 million vehicles off the roads.
Despite this, Wonder has sustainability strategies involving food sourcing, reducing food waste, sustainable packaging, and, notably, an emissions-neutral fleet. Wonder has received enormous funding, bringing it to a valuation of $7 billion, and the number of vans distributed across North America is expected to multiply exponentially.
Steph
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2025
$600m
LATE VC
Mar 2024
$700m
LATE VC
Total funding: $2.1bn
Company benefits
- 401k with employer match
- Medical, dental, vision
- Health savings account with employer match
- 100% employer paid life insurance
- 2x pay if you work on holidays
- Learning and development opportunities to advance your career
- Wonder offers hourly employees stock options
Company HQ
World Trade Center, New York, NY
Leadership
Marc Lore
(Founder & CEO)Has previously (co-)founded the following companies: Global Association of Risk Professionals, The Pit, Quidsi, Jet.com, Mojo, Wizard and City of Telosa.
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