Senior Care Specialist

About Grubhub

At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It’s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society.

Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners’ doors—and new customers and billions in revenue to local businesses. Featuring over 375,000 merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering.

Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more.

The Internal Large Order Team (iLOT) is a specialized operations team responsible for managing high-value, high-touch orders end to end. The team proactively monitors live dashboards, ticket queues, and escalation channels to ensure successful delivery outcomes, prioritizing real-time resolution and operational excellence over volume.

As a Senior Care Specialist on the Internal Large Order Team, you will own the coordination and resolution of complex orders, including large catering orders, and autonomous vehicle (robot) deliveries. You will act as a central point of contact across Care, Operations, merchants, diners, couriers, and external partners to mitigate risk, resolve issues in real time, and deliver a consistent, high-quality experience.

This role requires strong operational judgment, comfort in fast-paced and ambiguous environments, and the ability to stay calm and decisive during time-sensitive, high-impact situations.

Schedule:

Wednesday - Sunday 1:00PM to 9:00PM MST

• Own end-to-end support for high-value and large orders, ensuring successful delivery outcomes through proactive monitoring and real-time issue resolution
• Manage escalations across large, complex, and time-sensitive orders, including autonomous vehicle (robot) deliveries
• Coordinate with diners, merchants, couriers, internal teams, and external partners to resolve operational and technical issues
• Execute customer- and merchant-facing outreach to prevent delivery failures and communicate clear next steps
• Apply policy-driven decision-making for cancellations, refunds, concessions, reassignments, and escalations
• Escalate and document product, platform, or partner issues while ensuring accountability and follow-through
• Identify recurring issues and contribute insights to improve large order and robot delivery workflows
• Operate effectively in fast-paced, ambiguous environments while managing multiple high-priority orders simultaneously

• Strong business judgment and interpersonal communication skills
• Process driven approach with proven problem solving ability
• Ability to work independently while collaborating across teams
• 2+ years of experience in operations, customer support, logistics, account management, or technical support
• Ability to adapt quickly to real-time operational demands and changing priorities
• Interest in customer and operations facing roles within a technology company
• Ability to work flexible schedules including evenings, weekends, and holidays

Remote: $21.90 - $30.55 per hour.

Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience.

We offer a competitive salary package including equity and 401K. 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.

At Wonder, we believe that in order to build the best team, we must hire using an objective lens. We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your 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.

If you have a disability, please let your recruiter know how we can make your interview process work best for you.

We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy