• Retention Specialist

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    Retention Specialist

    Remote Full-Time

    We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping everyone from small businesses to large corporate chains grow and acquire new customers while also bringing concierge-level convenience to thousands of consumers. Waitr’s growth has been off the charts and has no signs of slowing down. We are experiencing massive organic growth in our existing markets. 

    With all of this growth, Waitr is now working with thousands of restaurant partners each day. These interactions create a variety of inputs where the restaurant partner requires an escalated support process outside of the day-to-day order support. From accounting concerns to escalated cancellation requests, this critical role will be responsible for handling support issues that are brought to the Business Development Managers but are not able to be handled by the partner support team. The Retention Specialist will resolve the partner’s concerns and de-escalate their issues to prevent partner churn. 

    About Waitr Holdings Inc.
    Founded in 2013 and based in Lafayette, Louisiana, Waitr is a leader in on-demand food ordering and delivery. Waitr, along with Bite Squad connect local restaurants to hungry diners in underserved U.S. markets. Together they are a convenient way to discover, order and receive great food from local restaurants, national chains and grocery stores. As of June 30, 2020, Waitr and Bite Squad operated in small and medium sized markets in the United States in over 600 cities.

      Essential Functions: 

      • Managing tickets expectations within HubSpot and Zendesk that are escalated to this team
      • Tickets include but are not limited to:
        • Driver issues
        • Billing/Disbursement issues
        • Partner cancellation requests
        • Menu issues that are not being resolved properly
        • Clarification on transaction rate
        • Presenting a resolution of partner support issues that are outside of the purview of the BDM or Partner Support
        • Document data on issues that are arising to drive technical initiatives
        • Develop training for an increase in partner support duties
        • Manage and reactivate a disabled restaurant list
        • Proactively add our order now link on the partner’s website
        • Review Partner net promoter surveys and proactively reach out to negative reviews 
        • Listen to partner concerns and requests and recommend new products or changes that will help our partner community succeed.

        Please Note: Due to the current COVID-19 pandemic, these standard functions will be temporarily adjusted to enable for remote work. Most of these functions will be done from a home office setting for the foreseeable future. Candidates must have a telephone/cell phone and reliable internet access.

        Required Education and Experience

        • Minimum of 1-3 years of related Management/Operations, Sales, and/or Marketing experience. Equivalent military technical training considered.
        • Bachelor's Degree
        • Call center customer service experience

        Core Competencies:

        Nimble​: You move fast and accurately in a dynamic environment 
        Customer-Focused​: Proactively seeks and finds ways to provide the highest standards of service
        Innovator​: Generates and recognizes creative solutions in varying work situations
        Team player​: Collaboration and strong communication skills
        Effective Communicator​: Demonstrates open, honest and respectful written and verbal communication 
        Results-Oriented​: Productively focuses time and resources on activities to produce quality results 
        Forward-Thinking​: Problem solver, do whatever it takes attitude
        Strategic Thinker​: Views events and possibilities from multiple perspectives. Understands the bigger picture and the interdependencies and effects of other systems
        Ethical​: Maintains and promotes individual and organization integrity and values in the conduct of all activities

        Position Type/Expected Hours of Work:
        This is a full-time position. Evening and weekend work may be required as job duties demand.

        Physical Demands
        Standard office work.

        Position Type/Expected Hours of Work
        This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:00 p.m. Evening and weekend work may be required as job duties demand.

        Other Duties
        Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.