Product Lead, Support AI
Product Management
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.
We are looking for an experienced Product Lead to join the Support AI Team within the Support Product Group. This is a brand-new team that will define and build AI-powered products from the ground up. The Support Group consists of 5 different teams building products and tools that power Wolt’s customer support.
Delightful customer experience is one of the cornerstones of Wolt, and we see Wolt’s high-quality support as an important part of the overall customer experience. Over the years, we have invested a lot in our in-house built support tooling and products, as we believe it’s the best way for us to provide a world-class support experience and ensure satisfaction for our consumers, courier partners, and merchants across the 30 countries we operate in.
In this role, you’ll be leading Wolt’s strategic efforts in bringing AI and LLM-based solutions into the support domain. As Product Lead, you will own the vision and roadmap for our Support AI team and play a key role in shaping Wolt’s first wave of AI-driven support products. This includes building intelligent systems that help support agents quickly identify issues and recommend the best resolution, as well as enhancing consumer-facing support experiences through AI-powered self-service.
You’ll be working with a cross-functional team of incredibly talented engineers, designers, and data experts in a high-visibility role. Together, you’ll drive the entire product lifecycle from identifying opportunities and experimenting with LLM-based workflows to launching scalable solutions that improve efficiency and delight users. You’ll also partner closely with business and operations stakeholders, while building an in-depth understanding of Wolt’s support operations and our end users -consumers, merchants, courier partners, and our internal support teams-.
Our humble expectations
You could come to this role from a multitude of different backgrounds, but ideally, you have
- Proven experience as a Product Lead / Product Manager, preferably in growth, marketplace, or decision making domains, you know what it takes to develop great products with a strong track record of building high-growth products ,
- Excellent written and verbal communication skills, and have proven ability to influence cross-functional teams and senior stakeholders/executives.
- Desire to be in a high-ownership, high-visibility role. You need to be comfortable with both driving the strategic vision for the domain but also getting hands-on and diving into the details.
- A mixture of data analysis skills, engineering understanding and business savvy with the go-getter attitude of a "could-be start-up CEO"
- Expertise in how to work with and lead cross-functional teams, at least with developers, design, data experts and with engineering teams
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!
The compensation will be a negotiable combination of monthly pay and DoorDash RSUs. The latter makes it exceptionally easy to be excited about our company growing and doing well, as you’ll own a piece of the pie.
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.
We build products that people love
As the voice of our customers, we make sure we’re building outstanding products. Our product leads embody the product vision, define the roadmap, own prioritization, and act as the link between our products and the rest of Wolt.
We obsess over customer needs, combine them with business goals, and blend them into strategy and products that help Wolt scale further.
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.
What we’re working on
On this journey towards delivery of (almost) everything, we’re building a 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!
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.
“We give teams a lot of ownership and autonomy at Wolt, which I appreciate. We trust you to make the right call and help us figure out where to go next.”
- Sissi, Director of Product
We build products that people love
As the voice of our customers, we make sure we’re building outstanding products. Our product leads embody the product vision, define the roadmap, own prioritization, and act as the link between our products and the rest of Wolt.
We obsess over customer needs, combine them with business goals, and blend them into strategy and products that help Wolt scale further.
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.
What we’re working on
On this journey towards delivery of (almost) everything, we’re building a 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!
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.
“We give teams a lot of ownership and autonomy at Wolt, which I appreciate. We trust you to make the right call and help us figure out where to go next.”
- Sissi, Director of Product
