Global Head of Country Support Operations
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Job Location:
Berlin, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 Role
As Wolt continues to scale rapidly were rethinking how customer support should worknot just to keep up with growth but to set a new standard globally. Were now looking for a Global Head of Country Support Operations to lead this transformation.
As the Global Head of Country Support Operations you lead the country support teams across all 30 markets. Your primary focus will be to build a high performing integrated support team across Wolt. This is a senior leadership role requiring strategic thinking ability to drive change in large teams and daily operational rigor.
Reporting to the Head of Global Support Operations you play a pivotal role in delivering on Wolts mission of making cities a better place to live. Support is a strategic lever for Wolt and a strong differentiator for our business.
What Youll Be Doing
- Lead and develop a high-performing global team of 6000 FTEs including Shared Service Centers in Georgia Hungary and Serbia
- Drive transformation from local to integrated global supportbalancing standardization with local market needs
- Work cross-functionally with teams like Product Analytics Courier & Merchant Ops and Marketing to improve tools and customer experience
Set and monitor key KPIs (e.g. CSAT cost per contact refund rates) and continuously improve both customer satisfaction and efficiency - Lead change management efforts across multiple markets to professionalize support and scale operations in a sustainable customer-first way
- Serve as a key voice in Wolts leadership team on global support strategy and delivery
Our Humble Expectations
Experience
- Proven track record in leading large-scale customer support teams across multiple countries and cultures.
- Experience with both in-house and outsourced support models with a strong preference for in-house operations leadership.
- Background in scaling and transforming support operations in a high-growth fast-paced tech environment.
- Deep understanding of support KPIs and how to drive performance against them.
- Experience building managing and improving Shared Service Centers.
Skills & Leadership
- Strategic yet hands-onyoure just as comfortable in leadership meetings as you are diving into the details.
- Excellent cross-functional collaboration skills; able to work closely with Product Engineering Marketing and other ops teams.
- Skilled in change management integration and transformation especially across geographically dispersed teams.
- Strong communicator and people leader; able to coach regional leads and drive performance and culture globally.
- Comfortable using data to make decisions design processes and define success.
Why Wolt
- Impact at scale Youll shape the future of customer support across 30 countries directly influencing how we grow and serve millions of customers.
- Build something exceptional Were not following the traditional playbook. Youll have the freedom to innovate and build a world-class support function from the ground up.
- Global team local heart Join a truly international team that values ownership speed and humility.
- Learning & growth At Wolt youll be stretched and supported in equal measure. Our growth creates constant opportunities for yours.
- Competitive package Including salary flexible working model and participation in our stock option plan.
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.
Required Experience:
Director
Key Skills
- Succession Planning
- Growing Experience
- Expense Management
- Management Experience
- Rackspace
- Laboratory Management
- Senior Leadership
- Operations Management
- Relationship Management
- Leadership Experience
- negotiation
- Taxonomy
About Company
Wolt is a Helsinki-based technology company with a mission to bring joy, simplicity and earnings to the neighborhoods of the world. Wolt develops a local commerce platform that connects people looking to order food, groceries, and other goods with people interested in selling and deli ... View more
