About Us

Wonder is a fast-growing food-tech startup that’s raising the bar on the role food plays in peoples’ lives. We’re creating an on-demand dining experience where customers can receive high-quality meals perfectly prepared and served to their doorsteps within minutes. We partner with the best restaurants and chefs across a diverse range of cuisines to offer access to the world’s most delicious food—anytime, anywhere. Meals are prepared in Wonder kitchens and finished by onboard chefs deployed in our customized mobile restaurants.   

Wonder is led by a team of experienced entrepreneurs including some of the most accomplished leaders and operators in the technology, culinary, and logistics industries. Backed by top-tier venture capitalists, we’re moving quickly to pioneer the future of food.  

If you join our team, you’ll work in a supportive and collaborative environment where our culture and our values—Mastery, Compassion, and Courage—are taken as seriously as delivering an incredible experience for our customers. 

About the role

As a Customer Experience Manager, Marketplace Operations, you will be responsible for leading a remote team of Restaurant Support associates who provide top notch customer support to our marketplace restaurant partners. Your primary focus will be motivating and managing the team who is scheduled to support daily operations from 8AM-10PM, providing coaching and mentorship to deliver an all-star experience. You will be an expert in our restaurant software and internal order management system, actively assisting team members to ensure timely resolution when troubleshooting issues in a fast-paced, live operations setting. You will work closely with other stakeholders such as Customer Service, Courier Support, Accounts, Merchandising and Product teams and should be comfortable working with leadership to escalate and resolve issues. This role is ideal for someone who has a customer experience background and is technologically proficient, a passion for food and/or hospitality, and is excited to provide exceptional support to our restaurant partners.

This role will report to the head of Marketplace Operations Support and will serve at the heart of our restaurant-focused operation. You will oversee the performance of the team to deliver high quality standards and to ensure that KPIs are always met and exceeded.

This position is based out of our NYC headquarters. 

• Lead a team of fully remote Restaurant Support Agents - providing guidance, coaching, and consistent feedback
• Maintain a high performance on your team by conducting reviews of their tickets, issues and holding regular 1:1s for coaching and mentoring
• Establish a restaurant and customer-first culture and be first point of escalation for restaurant issues, while ensuring company policies are being met
• Assist Marketplace Support leadership with internal and cross-functional projects
• Own creation and publishing of team-wide scheduling

The experience you have

• 5+ years of experience delivering best-in-class customer support via phone, email and live chat (eg live technical troubleshooting, problem solving and de-escalations); call center experience a plus
• Strong people management skills with 2+ years of experience directly managing a frontline team
• Well versed in customer service tools and software; experience with Zendesk a plus
• Leadership experience in restaurant service operations or food tech preferred
• Passion for food, restaurants and/or hospitality!

The way you work

• To succeed, you will need strong leadership skills and a passion for motivating others to reach team and individual goals
• Data-driven with the ability to use reports to monitor team and inform coaching opportunities, experience with Looker or other BI tools a plus
• Ability to take direction but also work resource fully and autonomously, holding yourself accountable to priorities and goals
• Comfortable with ambiguity and ability to adapt quickly to new environments

Benefits

We offer a competitive salary package including equity and 401K with matching. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed.