Associate Account Manager, SMB

About Grubhub Grubhub is an online food ordering marketplace that connects diners with merchants in over 4,000 cities. Since 2004, the company has helped restaurants grow by providing an easy‑to‑use platform, innovative technology, and an efficient delivery experience. Opportunity As an Associate on the Restaurant Success team, you will support and nurture relationships with restaurants in the SMB organization. You will manage an assigned book of business, focusing on retention and engagement, and serve as the key contact for restaurants to resolve issues, improve satisfaction, and drive long‑term partnerships. Responsibilities Prevent merchant attrition by communicating with merchants who want to cancel, solving underlying issues, and handling objections. Manage paused accounts, quickly resolve issues, and get them back live for order taking. Update contracts, process changes of ownership, and support legal issues such as fraud. Help merchants attract new diners, increase orders, and improve service quality by providing 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. Manage SLAs to meet turnaround time expectations while providing a great merchant experience. Handle a round‑robin queue: resolve partner issues, answer questions, and update account information as needed. Qualifications 1‑2 years of customer service experience. Experience working with restaurant owners is a major plus. Demonstrated ability in using computer and Windows PC applications with strong keyboard and navigation skills. 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 and 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 and understand multiple products and benefit levels. Successfully complete training for this role and demonstrate proficiency. Positive attitude, reliability with good attendance and punctuality, operational know‑how, team spirit, and commitment to the job. Flexibility while handling assignments and prioritizing as needed by the business. Passion and aptitude for working in a fast‑paced and fast‑growing environment. Compensation & Benefits We reward our Sales positions with competitive pay. For this role, we offer uncapped commission with a base salary range as outlined below. Base salary (Illinois): $38,000 – $48,000 ($48,000 – $60,000 OTE range). We offer a competitive salary package including equity and 401(k). Additionally, we provide multiple medical, dental, and vision plans, along with many other benefits and perks. Work Arrangement Hybrid model requires 3 days a week in the office. Many team members choose to come in more often, up to 5 days a week, if it works for them. EEO Statement 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. #J-18808-Ljbffr