(Senior) Data Scientist, Support

Company Description

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

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-ZF1

Job Description

About the Support Group

As the name Support Group implies, this group is responsible for the core part of the customer experience journey that has got Wolt top-notch ratings in app stores. 

During the years we’ve invested a lot in the in-house built support tooling as we believe that it’s the only way we can ensure the satisfaction of all of our customers and partners in each of the 25 countries that we operate in. We take huge pride in our customer operations’ quality, so on top of building delightful support experiences in our consumer app we also want to proactively identify and solve issues even before our customers and partners even notice something might be wrong.

About the Support Analytics Team

Our Support Analytics team’s main goal is to deliver an amazing support experience while optimizing our operations by providing actionable insights through exploratory analyses, and experiments and quantifying the impact of those actions on the overall business. 💡 

About the Role

As a Data Scientist at Wolt, your role involves diving into our data to solve crucial business problems. The scope of this role ranges from diagnosing problem areas to identifying solutions to designing experiments and ultimately influencing decision-making. This is a rare, operational, and actionable data-driven experience. When you join this team, you will be driving action from the frontlines, rather than just doing yet another analytics role.

If you enjoy finding patterns amidst chaos, are excited to build from 0 to 1, and have experience using analytics to affect Support, we're looking for someone like you.

You're excited about this opportunity because you can…

• Passionately leverage your analytical skill sets to tell the story about business and product performance and align executives around what matters and why.

• Design and analyze different experiments (A/B tests, quasi-experiments, etc.) and provide clear recommendations and action points.

• Shape the business by understanding the cause and effect between different business KPIs through different statistical models.

• Excited about advanced analytics by going into the nitty gritties of statistical analysis.

• Work backward from understanding and sizing problems to ideating solutions.

Our offering to you

• The online delivery platform that Wolt is building will offer you