In order to help us constantly improve our customer experience for users, couriers and venues and support our market growth efficiently, we are looking for a Voice Of Customer Team Lead to join our Voice of Customer team.  

The team is responsible for cross-functional projects that enhance the user experience for all of Wolt’s customers.

Deliverables:

• Reduce Contact Rates of Users, Couriers and venues

• Cross Functional experienced Project Manager: Manages multiple coinciding CX projects    

• Insights Specialist: Proactively Identifies, prioritizes and articulates concisely insights from multiple data points and reports 

• CX Techy: Discovers, configures and scales tools and systems that directly improve customer experience and reduces contact rates. In this role you will work primarily with Excel for Analytics and Looker for Visibility.     

Our humble expectations

• >4 years as an Analyst or Project Manager at a fast growth tech company with proven record of leading cross-functional projects

• Proficiency in data analysis and advanced data analysis BI tools such as Looker

• >1-2 years experience in team management

• Must have experience utilizing customer support automations and Bot solutions

• Bonus points: contact center Team Lead / Shift Manager / Information Manage

• Loves Data driven decision making

• Effective communicator - able to clearly articulate insights and suggestions 

• Collaborator - Enjoys working with others 

• Enjoys leading and multi-tasking multiple projects at the same time

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!