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 empathetic and strategic leader to develop and optimize our external support operations, ensuring seamless, high-quality customer service. As a key player in our support organization, you will drive vendor performance, enhance operational efficiency, and maintain our customer-centric culture across multiple external locations.
At Wolt, customer support is at the heart of what we do, providing fast and personal phone and chat support to customers, couriers, and merchants. As we continue to scale, we have adapted our external support as a hybrid model, combining Shared Service Centers (SSC) with BPO/Vendor partnerships to ensure both efficiency and service excellence.
Our vendor network is well-established across Central and Eastern Europe, and the focus of this role will be on optimizing existing operations. As Vendor and Outsourcing Manager, you will work closely with internal and external leadership, foster strong vendor relationships, and ensure our outsourced teams consistently deliver at a high standard
What you'll be doing
- 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.
- Fluent in English, and German min. B2 level
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 will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!
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.