Data Scientist, Support Analytics
Data Scientist, Support Analytics
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About Wolt
At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre a self-starter with drive and entrepreneurial spirit this could be the ride of your life.
About the Support Group
As the name Support Group implies this group is responsible for the core part of the customer experience journey that has earned Wolt top-notch ratings in app stores.
During the years weve invested a lot in the in-house built support tooling as we believe that its the only way we can ensure the satisfaction of all of our customers and partners in each of the countries that we operate in. We take huge pride in our customer operations quality so on top of building delightful support experiences in our consumer app we also want to proactively identify and solve issues even before our customers and partners even notice something might be wrong.
About the Support Analytics Team
Our Support Analytics teams main goal is to deliver an amazing Customer Merchants & Courier support experience while optimizing our operations by providing actionable insights and quantifying the impact of those actions on the overall business.
Youll be part of this team working with top Data Science and Analytics Engineering professionals.
What youll be doing
As a Data Scientist at Wolt your role involves diving into our data to solve crucial business problems. The scope of this role ranges from diagnosing problem areas to identifying solutions to designing experiments and ultimately influencing decision-making. This is a rare operational and actionable data-driven experience. When you join this team you will be driving action from the frontlines rather than just doing yet another analytics role.
Your job will mainly focus on identifying opportunities to optimize an in-house tool developed for support operations to resolve customer queries by identifying support ops needs building supporting KPI & dashboards conducting root cause analysis for product improvements exploring cost optimization opportunities and uncovering data-driven insights to refine product roadmap & automation capabilities.
Youre excited about this opportunity because you can
- Passionately leverage your analytical skill sets to tell the story about business performance and align executives around what matters and why.
- Collaborate with senior stakeholders across Finance Product Analytics and Support Operations including country and regional heads of support and the overall head of Customer Service to influence our operating model and how we structure our queues to provide the best support for our customers
- Maintain and improve efficiency metrics. You will track customer journey through the support time to resolve queries and other key performance indicators and advise on what we can do to improve
- Create metrics and build data pipelines transforming data into valuable information to be used in critical decision-making.
- Use advanced analytics & statistical analysis to accelerate decision-making and build heuristics to quantify the impact of those decisions.
- Work backward from understanding and sizing problems to ideating solutions.
Our humble expectations
- Degree in Mathematics Statistics Computer Science or a related field.
- 3 years of experience in a data science or analytics position within an industry or research setting.
- Expertise in statistical analysis including hypothesis testing experimentation and causal inference using statistical software packages in Python R or equivalent.
- Exceptional communication skills with the ability to influence and advise senior stakeholders through telling exciting and valuable stories from any data exploration.
- Proficiency in writing structured and efficient SQL queries for large data sets.
- Have prior experience building intuitive data visualizations and dashboards that influence business decisions utilizing tools like Tableau Mixpanel Looker or similar.
- Comfortable with building data pipelines using Airflow or similar tools.
- Previous experience in event tracking and product analytics.
What we offer
- The online delivery platform that Wolt is building will offer you interesting and complex challenges together with the opportunities to create a big impact with your skills. Lots of geolocational and temporal data in real-time combined with differences in the economics and dynamics of the cities we operate in make Wolt both a challenging and so interesting company to practice analytics.
- You can work onsite at our offices in Berlin Helsinki Stockholm or Tallinn. Alternatively you can work remotely anywhere in Germany Finland Sweden or Estonia. You have the chance to decide the ways of working a hybrid at the office or remote within the location above.
- You would get to work in a company culture where we take ownership beyond the obvious do common things uncommonly well we think big but stay humble do right by people we treat others kindly and justly recognize that if we dont learn we wont stay still but fall behind and keep in mind that Luke was Yodas greatest achievement.
Next steps
The position will be filled as soon as we find the right person so make sure to apply as soon as you realize you really really want to join us!
For any further questions about the position you can turn to the Product Talent Acquisition Partner - Zhanna Filintseva ()
Our Commitment to Diversity and Inclusion
Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunity to excel.
Employment Type
Full Time
