[Hiring] Senior Care Specialist @Wonder

Role Description

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.
• 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.
• Demonstrate strong operational judgment and stay calm and decisive during time-sensitive, high-impact situations.

Schedule: Monday - Friday 1:00PM to 9:00PM MST

The Impact You Will Make:

• 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.

Qualifications

• 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.

Benefits

• Competitive salary package including equity and 401K.
• Multiple medical, dental, and vision plans to meet all employees' needs.
• Additional benefits and perks that are not listed.