Merchant Services Team Lead

vor 3 Wochen

Wien, Wien, Österreich Wolt Vollzeit

Role Overview

Wolt is a technology company that offers a wide range of services, including food delivery, groceries, and more. We are looking for a Merchant Services Team Lead to join our team in Vienna, Austria.

The Merchant Services Team Lead will be responsible for creating great experiences for all merchants using our platform product and our Delivery-as-a-Service product. This includes solving advanced support tickets, helping merchants utilize our products, and maximizing the value of their Wolt partnership.

Key Responsibilities

  • Hire and train account associates to scale the merchant service team
  • Ensure best-in-class support and document standard operating procedures
  • Analyze support distribution and satisfaction to identify business opportunities
  • Drive our merchant support towards proactive engagement rather than reactive
  • Build local tooling, and liaise with developer teams to push product improvement
  • Conducting one-on-ones to manage motivation, productivity, and performance
  • Collaborate with front line support and account management to ensure a seamless merchant experience

Requirements

  • Minimum 2 years of experience in customer support or operations role
  • Leader with experience from hiring and managing a team
  • Fluent German and English
  • Thrives in a fast-paced environment and able to prioritize effectively
  • Natural doer, but knows how to efficiently delegate responsibilities and tasks
  • Structured and understands the need for process documentation and data discipline
  • Analytical thinker and experienced working with data

What We Offer

At Wolt, you'll be making an impact. Day to day, you will help merchants introduce their products to a wider audience, make cities a better place to live in, and play a key role in helping Wolt become the best delivery service. We also offer a fast-paced and dynamic work environment, opportunities for growth and development, and a competitive salary and benefits package.

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