Waitr, Inc. Support Training Associate in Boston, Massachusetts
Support Training Associate
Boston, MA /
Waitr – Cust Exp-Customer Support /
Founded in 2013 and based in Lafayette, Louisiana, Waitr is a leader in on-demand food ordering and delivery. Waitr, along with Bite Squad and Delivery Dudes, connect local restaurants to hungry diners in underserved U.S. markets across three “local’s favorite” brands. Together they are a convenient way to discover, order and receive great food from local restaurants, national chains and grocery stores. As of March 31, 2021, Waitr, Bite Squad and Delivery Dudes operate in small and medium sized markets in the United States in over 800 cities.
We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr/Bite Squad’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge-level convenience to thousands of consumers. Growth has warranted a renewed focus on the support experience.
The Support Team is the front line in providing quality support for our awesome customers. We have three categories of customers: diners, restaurants, and drivers. This team owns all strategies behind the support experience. This role will report to the Support Associate Manager - Training and the individual will help manage the support experience. Support experience encapsulates the recruitment, hiring, training, and retention of our Support Agents. The Support Training Associate will set the tone for training and lay the groundwork with our new hires. Strong analytical abilities, a pleasant demeanor, and a history of efficacious execution will be critical to succeeding. The success of this person will be measured by the performance of their freshly trained new hires and their ability to generate and enact new ideas for improvement.
Employee Development & Leadership- Employee development and exceptional leadership enhances employee engagement, knowledge, skills, and morale, ultimately leads to excellent service. The Support Training Associate leads and develops Support Agents by setting clear performance expectations, holding agents accountable, and ensuring they have a solid foundation for excelling in their support role upon successful training completion. In addition, they provide feedback to new hires and the Support Associate Manager for areas of improvement.
Quality Management- Ensuring we are creating, designing, and implementing the most efficient and effective training for our team is a top priority for this position. Working with the training team to steer the direction of content creation, develop training material design skills, brainstorming methods for improvement of training implementation and revision is key. Support Training Associates will provide consistent and objective feedback on the quality of agent trainees to management to ensure our customers receive the best experience possible.
“Customer” Care- Waitr/Bite Squad Support aspires to provide world-class hospitality for our awesome customers, which include diners, drivers, and restaurant partners. After initiating contact, customers should feel satisfied with issue resolution and therefore continue to use Waitr/Bite Squad. The Support Training Associate should have this in mind when introducing agents to our company in order to produce higher quality outcomes for all customers and maintain existing processes to ensure customers are addressed promptly and effectively. The Support Training Associate will also play an integral part in the continued education of our internal customers (tenured agents) as systems and processes change and improve.
Continuous Improvement- As the expectations and needs of the customer are continually evolving, Waitr/Bite Squad must continually improve in order to keep up with ever-increasing demands. The Support Training Associate will identify improvement opportunities, present solutions, and provide feedback to management on ways to better the department and company. The training team will be the sounding board for “fresh sets of eyes” and should solicit feedback from our agents on ways to continually improve training and support.
Required Education/ Experience
High school diplomaAbility to work well in a team environment
Ability to communicate openly and effectively with peers, agents, and leadership
Self-starting, go-getter mentality
Ability to work nights and weekends when needed
Proven successful history in a training role is a plus
Experience in a support role and/or customer service
Hours/ Travel Requirements
This is a full-time position. Most training events fall on weekdays and the hours are flexible. Sometimes the needs of the department demand an evening or weekend class and conducting these on a rotating basis with your peers is a requirement.
Some travel may be required for the Support Training Associate position. The frequency of travel is dependent upon the needs of the department.
$21.00 per hour
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.
NOTE: A resume is mandatory to be considered for this position.
Nimble: You move fast and accurately in a dynamic environment.
Logistical: Proactively seeks and finds ways to provide the highest standards of efficiency.
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.
Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state or local laws.
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.