Engineering Team Lead, Live Ops
Engineering
Helsinki, Finland
Full-time
About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
In a nutshell, the LiveOps team is building world-class internal tools for our customer and partner support. Support is a big deal for us and we will do our best to keep our 20M+ registered customers, 130.000+ courier partners, and 60.000+ restaurant and retail partners happy. LiveOps team is playing a key role in this equation and it takes some real serious work from our dedicated support teams in each of the 33 countries to ensure the satisfaction of those customers and partners
Be ready to craft tooling that matches the level of quality and love that we dedicate to creating our external solutions! 💙
What you'll be doing
The LiveOps team primarily focuses on enabling brilliant customer support in all Wolt markets worldwide by building tools and efficient interfaces to reduce manual work and improve communications. The team develops core operation tools that boost the efficiency of day-to-day support. One such tool we’ve recently introduced is automated proactive reach-outs for late orders, which had a tremendous impact on efficiency of our customer support. At LiveOps, we aim to eliminate inefficiencies and provide the best possible tools to automate common repetitive tasks that our support teams in 33 countries face every minute. All of this helps our operations stay proactive and provide an excellent customer experience!
The LiveOps team is responsible for building high-quality internal tools to support Wolt's customers and partners. They work closely with support teams in 33 countries to ensure customer satisfaction for the millions of registered customers, courier partners, and restaurant and retail partners.
Their focus is on developing core operation tools to improve efficiency and automate repetitive tasks. One recent example is the introduction of automated proactive reach-outs for late orders, which has had a significant impact on customer support efficiency.
The team's goal is to eliminate inefficiencies and provide the best possible tools to improve customer experience.
Currently the team is building an intuitive Integrated guidelines and policies tool which brings the onboarding new support associates time from 4 weeks to 1 week. This tool helps get guided steps to resolve customer issues. It also provides call to actions in built. For example a new joiner solving a late delivery case gets step by step guides with a preview of how much refund is possible and then with just one refund action solves the customer’s problem.
Our humble expectations
We would appreciate it if you had earned your stripes with experience working as a backend engineer - primarily NodeJs OR multi-tech (e.g. NodeJs, Python, PHP) - we value a variety of experiences and technologies. As a Team Lead it is important that you come from a technical background as there will be times when you have the opportunity to ‘roll up your sleeves’ and contribute.
Ideally, we would hope to see you have a steady career path with around 5-6 years as a IC and 2 years of recent Team lead experience. Working within product focused organisations with high volume customer traffic would be a bonus but not a requirement.
- Experience operating production systems (e.g. being on-call, monitoring tooling etc) is a distinct advantage
- Very good to have:
- Experience with infrastructure (AWS, k8s)
- Nice to have:
- Experience with high load system (e.g. Kafka/RabbitMQ, building distributed (microservices) systems
- Experience managing stakeholders. A lead should be able to communicate in an understandable language where the team is with critical projects, if there’re challenges, explain them in an understandable language, project confidence and empathy towards stakeholders’ challenges
- Bottom-up approach to leadership i.e.“servant leadership” style. A TL is not expected to tell engineers what to and not to do, but rather spark a conversation and steer the team in one direction. Removing blockers and making sure has everything it needs to succeed
- Understanding of agile methodologies - not bringing “by the book” implementation of Scrum or similar practices to the team, but being able to evaluate what makes in a given team’s context and applying certain practices that really move a needle (e.g. shortening release cycles, finding good balance and compromise on building super robust solutions and releasing soon enough to gather feedback …)
- Ability to keep a good balance between technical dives to understand the project and giving room for engineers to make implementation decisions
- Experience handling tough situations. While we expect to have a people leader, a lead should also be able to make tough decisions - e.g. what’s working and not in the team, being able to communicate the feedback clearly, openly. A lead should be able to showcase previous experience navigating tough situations.
- Experience leading team through execution of complex projects - e.g. heavily collaborating with PM (roadmap, resourcing), leading grooming sessions (where team discusses features to be developed, plan implementation), dissecting complex projects into smaller deliverables
The stack you will work with:
- BE: NodeJs (Fastify), MongoDB, Redis, Kafka, Golang (will be used in the future)
- FE: TypeScript/React
- Infrastructure: k8s, aws
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s 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.
Engineering at Wolt
We build the technologies powering Wolt. Our apps connect millions of customers, hundreds of thousands of courier partners, and tens of thousands of shops and restaurants. We now operate in 30 countries, 500+ cities and we’re growing fast.
We build at scale, are laser-focused on building world-class customer experiences, and do things with heart. Dive with us into the complex problems of building the delivery of (almost) everything.
What we're working on
On this journey towards delivery of (almost) everything, we’re building a wide suite of products — from the systems powering our own Wolt Market stores, to our support tooling, and even fintech solutions.
Get a sneak peek into what we’re working on through our Wolt Tech blog, Wolt Tech Talks podcast, and more from the link below.
We build beautiful products, the Wolt way
We like to do things well and move fast. Doing that requires less red tape and more trust.
At Wolt, every product team has the resources, talent, and autonomy they need to deliver the task at hand. This way our teams stay close to their customers. They work how they see best, and in return, they’re responsible for seeking alignment and owning the outcome.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
“Wolt is a great environment for screwing up, learning from that, growing, and moving on to do things better. We never blame anyone for mistakes, we just make sure we can learn from them”
- Kimbo, Software Engineer
Engineering at Wolt
We build the technologies powering Wolt. Our apps connect millions of customers, hundreds of thousands of courier partners, and tens of thousands of shops and restaurants. We now operate in 30 countries, 500+ cities and we’re growing fast.
We build at scale, are laser-focused on building world-class customer experiences, and do things with heart. Dive with us into the complex problems of building the delivery of (almost) everything.
What we're working on
On this journey towards delivery of (almost) everything, we’re building a wide suite of products — from the systems powering our own Wolt Market stores, to our support tooling, and even fintech solutions.
Get a sneak peek into what we’re working on through our Wolt Tech blog, Wolt Tech Talks podcast, and more from the link below.
We build beautiful products, the Wolt way
We like to do things well and move fast. Doing that requires less red tape and more trust.
At Wolt, every product team has the resources, talent, and autonomy they need to deliver the task at hand. This way our teams stay close to their customers. They work how they see best, and in return, they’re responsible for seeking alignment and owning the outcome.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
“Wolt is a great environment for screwing up, learning from that, growing, and moving on to do things better. We never blame anyone for mistakes, we just make sure we can learn from them”
- Kimbo, Software Engineer
