• Maintaining Service Excellence – Ensure that Wolt’s high customer service standards are upheld across all vendor locations. This means quick response times, emotional intelligence, and a human touch, ensuring our partners align with our culture and customer-first approach.
• Performance Management – Monitor and ensure vendor performance meets expectations by tracking key metrics such as CSAT, response times, and quality scores. Conduct regular business reviews, deep-dive into performance gaps, and work with vendors on structured improvement plans.
• Defining Opportunity – Work closely with internal support leadership to identify and optimize outsourcing opportunities, ensuring high-impact improvements while alleviating pressure from internal teams.
• Driving Process & Efficiency Improvements – Refine workflows for both chat and phone support, ensuring consistent, high-quality customer interactions. Collaborate with internal stakeholders—including the Quality, Content, and Training teams, WFM, and other departments—to align vendor processes with internal best practices, streamline operations, and introduce efficiency improvements.

• Excellent communication and stakeholder management skills – Ability to collaborate effectively across internal teams and external vendors.
• Customer-first mindset – Passionate about delivering exceptional service and understanding the critical role of support in company success.
• Hands-on and detail-oriented – Comfortable balancing strategic initiatives with operational execution, ensuring high standards without losing sight of the bigger picture.
• Strong analytical abilities – Ability to interpret complex data sets to inform decisions and drive performance improvements.
• Extensive experience in support operations management – Proven track record in managing support teams, including performance management and operational excellence.
• Exceptional written, verbal, and visual communication skills – Ability to influence, align stakeholders, and drive consensus at all levels of an organization.
• Education – BA/BS required; MBA or graduate degree preferred.

Nice to Have

• Experience with contact center forecasting, scheduling, and capacity planning.
• Understanding of quality assurance processes and best practices in vendor operations management

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! Please make sure to submit your application in English.

What We Offer

🌍 Independent work in a dynamic, international team

💙 Employee Assistance Programme - therapy and wellbeing

% Discount on your Wolt orders

🏡Flexible work options, including home office opportunities

🙌 Regular team-building, sports, and company events

We also offer an attractive salary starting at 33.000 EUR yearly which is adjusted and increased depending on qualifications and professional experience. 

We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!