Head of Strategy and Operations, Global Support Operations

Wolt is known for its customer-obsession and great support experience. We are fast, local, and personal : we have local customer support in all the countries were in, and more than 3, real humans answering customers and partners in their language. Ultimately, we have no license to operate if we do not brilliantly serve our customers, and therefore we are pushing for the best real-time customer support in the world.

We are now looking for an experienced Head of Strategy & Operations to join the team and play a critical role in improving our operating models across our markets. Join one of the most successful growth companies in Europe, disrupt the delivery industry and improve the daily life of millions of people.

Concretely, you could lead projects in areas such as :

• Customer refund policy : figuring out and implementing the optimal reimbursements in case of late orders or missing items, maximizing customer happiness and retention while containing costs
• Support quality : Defining, monitoring, and setting targets for our quality metrics, such as FRT, CSAT & NPS, always striving to find the optimal balance of maximum quality with contained costs
• Operating efficiency : owning the support workflow, identifying areas for improvement and implementing solutions e.g. through training, process improvements, automations, and tooling improvements
• Contact rate reduction : understanding and staying on top of what drives contacts to our support, prioritizing and implementing process improvements, and collaborating with the support product team on self-serve solutions and automations

What youll be doing

Our humble expectations