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Head of Support

Published date 3 months ago
Posted: 3 months ago
Company Wolt
Company: Wolt
Location Helsinki
Location: Helsinki

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 Wolt's operations
The role you are looking at is part of the Finnish Operations Team of Wolt which is the heart and soul of Wolt Finland. Wolt is more than just a food delivery app - in fact we are a smooth operation built upon a solid foundation of state-of-the-art technology. We act as a real-time marketplace connecting customers, restaurants and courier partners. We collect a ton of data from multiple sources and make it actionable by tuning our operations. We want to make sure that we use all this data the best possible way, benefitting all our partners and customers.

About the role
Wolt is currently looking for our new Head of Support to lead Finland's whole Support organization! With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. We are the fastest growing team in Wolt and will continue to grow to be half a dozen sub-teams in the coming years. By the end of 2020, you will be managing at least 50+ people. So that means, as the Head of our Support, your key focus will be to manage our local support team and inspire a high quality standard of service that we provide to our customers and partners. If you have what it takes, we look forward to hearing from you!

What you will do

  • Customer Obsessed: At Wolt, our Customer Support-team knows that customer interactions serve a larger purpose than simply fixing problems; You’ll lead by example and raise-the-bar of the service we provide
  • Recruiting: The support organisation is the fastest growing team and consists of several different teams with a specialised focus - whether it be courier operations, restaurant operations or customer support. You will find the best talent to grow the support teams. That means hiring both Customer Support Team Leads and support associates in Finland.
  • Mentor, manage & motivate: Manage several teams within the support organisation. This includes acting as a sparring partner for the Customer Support Team Leads and helping them raise the bar in their teams 
  • Analytical and strategic thinking: Use data to develop strategies to improve customer service experience- and satisfaction, while creating engaged customers
  • Scaling: You will work closely with our Global Customer Operations Manager to scale the customer support operations
  • About you - Core capabilities

  • You have 2-3 years of experience from managing a customer-facing support team and/or cross-functional teams 
  • Preferably your background is in consumer-tech or e-commerce or other relevant industries
  • You enjoy leading and growing a team, and make sure your team always understands the purpose of why they should provide the best possible service
  • You are analytical and have experience analysing customer support metrics 
  • You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing according to the KPI’s
  • You are able to think on your feet, and multi-tasking is your second nature
  • You’re tech-savvy and enjoy learning and teaching others how to use our Support tools
  • You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment
  • Fluent in Finnish and English
  • 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!

    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.