Customer Experience Analyst Team Lead

Company Description

About Wolt

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. To enable this, Wolt develops a wide range of technologies from local commerce platform to retail software and financial solutions, as well as operates its own grocery stores under the brand Wolt Market. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 27 countries today, 23 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, we’re about getting things done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.

Job Description

In order to help us constantly improve our customer experience for users, couriers and venues and support our market growth efficiently, we are looking for a Voice Of Customer Team Lead to join our Voice of Customer team.

The team is responsible for cross-functional projects that enhance the user experience for all of Wolt’s customers.

Deliverables:

Reduce Contact Rates of Users, Couriers and venues

Cross Functional experienced Project Manager: Manages multiple coinciding CX projects

Insights Specialist: Proactively Identifies, prioritizes and articulates concisely insights from multiple data points and reports

CX Techy: Discovers, configures and scales tools and systems that directly improve customer experience and reduces contact rates

Qualifications

Our humble expectations

>4 years as an Analyst or Project Manager at a fast growth tech company with proven record of leading cross-functional projects

>1-2 years experience in team management

Proficiency in data analysis and advanced data analysis BI tools such as Looker

Must have experience utilizing customer support automations and Bot solutions

Bonus points: contact center Team Lead / Shift Manager / Information Manage

Loves Data driven decision making

Effective communicator - able to clearly articulate insights and suggestions

Collaborator - Enjoys working with others

Enjoys leading and multi-tasking multiple projects at the same time

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!