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Head of Global Support Operations

Wolt, Helsinki, Finland

Hungry? Wolt.


Just 2 years ago, Wolt operated in 4 countries and 10 cities across the Nordics. Fast forward to today, we’re in 20 countries and over 80 cities across EMEA, servicing over 4M registered users. We’re growing rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

About Operations
The role you are looking at is part of Global Operations, within Wolt’s Operations Team.

The Operations Team of Wolt consist of two parts: the City Teams, and Global Operations. The City Teams across our locations are the heart and soul of Wolt. Every team is a startup within a startup, aiming to provide the best possible service for our customers while growing our business. The Global Operations team on the other hand, is a task force within Wolt that helps our city teams’ business grow and scale. The team helps drive long-term strategy, scalable processes, and a sustainable business model across our entire base of operations.

If you are an analytical and creative problem solver, like moving in the fast lane and thrive in a dynamic environment where you are proactive and figure out what to do rather than wait to be told what to do then Global Operations is the place for you!

About the Role
Global Operations is hiring a Head of Global Support Operations to develop the team, strategy and processes for how we provide support to our customers, restaurant partners and courier partners globally and at scale. Today we handle thousands of tickets every day across 19 markets in real time - customers praise our service quality and we now looking for the right person to make sure we continue doing so as we grow even faster.

The ideal candidate will have hands on experience in leading Support Operations and be an analytically strong person interested in business development in a broad sense of the word. There are a vast amount of opportunities in how we develop the quality of our customer support and how we engage our community of millions of customers and courier partners. Going forward, Support Operations will continue to grow rapidly as a cost center, and the Head of Global Support Operations will play a key role in ensuring we achieve a sustainable level of costs without compromising on our praised service quality.

Head of Global Support Operations will also facilitate a continuous dialogue between the different city teams, to ensure that we identify every great initiative, and spread it across the entire organization and simultaneously make sure we build the right things in our product.  

Role Focus

  • Customer obsession: you live and breathe for the customer experience and obsess about customer excellence, and measuring and ensuring customer satisfaction.
  • Know the Business: full understanding of our unit economics, and ability to identify and change the key drivers in pushing profitability.
  • Operations: ensuring a seamless platform for restaurants, courier partners and customers across 19 countries, multiple time zones and languages. 
  • Process Improvement: creating and improving processes to drive operational efficiency in our support operations thus allowing the business to scale profitably, including for example improving our first response rate, automations, tickets per order and reducing our support spend.
  • Technology: understanding a tech company’s product development cycle and processes, and how almost any customer operations challenges can be productized and solved with technology.
  • Leadership: ability to facilitate a continuous dialogue between the different country teams and specifically the customer operations managers to share best practices and develop the entire organization. You’ll also be the glue between our country teams and the product team.
  • Data-Driven: continually monitoring the performance of our global support teams, identifying any trends and improvement areas, and ensuring continued high quality customer experience.

Your background

  • This role may suit someone with 5-6+ years of relevant experience
  • Background in consumer-facing tech industry with experience managing customer support operations
  • You have experience working in a high-volume ticket environment whether it be via chat, phone or email
  • You have led or been involved with scaling projects within customer operations
  • You aren’t afraid to be hands-on and at some point, have done support yourself
  • You have a strong analytical foundation - SQL knowledge is a plus, willingness to learn a requirement
  • Analytical, economic or business related degree preferred
  • Experience managing international customer support teams is a plus
  • Fluent in English
  • Must be eligible to work in the E.U.
Along with a competitive salary and benefits, you will also be eligible for our stock option plan.  This way you can have a piece of the pie as we continue to grow. So if you are excited about working in a high growth environment, taking ownership and being part of an extremely high performing team, we’d love to hear from you!

Application deadline is on January 31st, however we will be reviewing applications on an on-going basis, so send through your application ASAP :)

About Wolt
Wolt is a Finnish technology company and we’re best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals from our restaurant partners, and either pick their order up or have it delivered by our courier partners. 

We’re currently active in 20 countries and more than 80 cities, servicing over 4 million customers. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language. 

We’ve raised more than €150M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, 83North, EQT Ventures and Highland Europe. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

About Wolt

Wolt is a technology company building the one app for food. Be it discovering or getting great meals – takeaway, home delivery or to the table – Wolt takes care of it for you. Pick a restaurant, build your order, choose delivery, takeaway or eat in and hit send. Magic ensues. We’re based in Helsinki, Finland, and currently expanding throughout the Nordics and Baltics.

Wolt

Want to learn more about Wolt? Visit Wolt's website.