Customer Experience Analyst Team Lead

Support

Tel Aviv-Yafo, Israel

Full-time

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

Our humble expectations

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

Next steps

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