Merchant Services Team Lead

Do you have experience hiring and managing a team? Are you passionate about building a B2B support function for scale and efficiency? Are you motivated by working in a fast-paced startup environment? Then we’d like to chat!

Role background

Wolt is a technology company best known for our food delivery platform. To customers on our platform, we now also offer a wide range of other options from groceries to clothes. Today, we serve customers, create new revenue streams for merchants and offer earning for courier partners opportunity across 23 countries and more than 350 cities. In 2022, we joined forces with DoorDash to supercharge our mission to make cities a better place to live in - and we’re only getting started!

We are growing our business in Austria and are looking for a Merchant Service Team Lead in Vienna.

Wolt’s merchant support team is dedicated to creating great experiences for all merchants using our platform product, and merchants subscribing to our Delivery-as-a-Service product. The merchant service team works in close collaboration with Wolt’s front line support team and account management team to solve advanced support tickets, and help merchants utilize Wolt’s products and maximize the value of their Wolt partnership. Key player in driving growth and quality through project-based work while utilizing your skills in account management optimization to propel our company to new heights.

What you’ll be doing

• 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 and ensure a seamless merchant experience
• Be an integrated part of Wolt’s extended leadership team
• Be part of Wolt´s Merchant Leadership team