Product Lead, Support

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt is not just a delivery app – we’re a technology company building a commerce platform to seamlessly connect our millions of customers with thousands of merchant and courier partners, in real-time across 23 countries and 250+ cities. Our apps (iOS and Android) have the industry’s highest ratings, largely thanks to our customer-first-mindset, which shows in how we build products and run operations. In June 2022 we officially joined forces with DoorDash. Combined, we have a presence in 27 countries, 23 of which operate with the Wolt brand and app. Wolt and DoorDash continue largely independently, with Wolt’s name, brand, product, technology and team.

Working in Product Development at Wolt

At Wolt, we’re about getting things done. You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people. 

The behind the scenes of Wolt is run by an awesome bunch of over 400+ planners, builders, designers and data crunchers. We call ourselves Product+, as we’re the very core of Wolt’s products, tools and platforms. To build our products, we work in over 40  cross-functional, independent and autonomous teams. Teams are made up of a mix of talented individuals: engineers, designers, data scientists, analysts, and product leads. Each team takes ownership for solving customer problems in the best possible way.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together!

#LI-MICHAL

Job Description

We are looking for a Product Lead to join the Support Group. The Support Group currently consists of 4 teams and 40+ people, and builds Wolt’s support products and tools. Our products handle over 200k support conversations on a daily basis, and most of our products are built in-house to ensure Wolt can offer high quality customer support.

Team Intro

World-class customer service is one of the cornerstones of Wolt and we take pride in our support operations’ quality. We see customer support as a key part of Wolt’s customer experience and an important value proposition and differentiator. 

As a Product Lead you will build an in-depth understanding of Wolt’s support operations and our users, including customers, merchants, courier partners and our internal support operations’ teams. You will work with a cross-functional team of incredibly talented engineers, designers, product people and analysts in a high visibility role. You will be responsible for defining the roadmap and setting the vision for your team. This involves leading multiple projects and cross-team product initiatives across the entire product lifecycle, partnering with business and operations stakeholders as well as understanding our end-users better than anyone. 

Qualifications

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 having worked with mobile products -  you know what it takes to build great products and delightful user experiences
• Desire to be in a high-ownership, high visibility role. You need to be comfortable with getting your hands dirty as well as driving cross-team projects outside of your domain, while having a strong sense of stakeholder management
• Excellent written and verbal communication skills, and have proven ability to lead and influence cross-functional teams
• Having exposure on both qualitative and quantitative methodologies, being familiar with A/B testing, and leveraging data and research to inform product strategy and decisions
• 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 coach cross-functional teams, at least with designers, data experts and with engineering teams

Additional Information

Our offering to you

• Lots of room to build the direction of product management at Wolt, with a global impact!
• You can choose the location from ou