Senior Merchant Operations Manager

1 day ago


Prague, Hlavní město Praha, Czech Republic Wolt Full time
Job Title: Merchant Services Lead

About the Role:
Are you passionate about building a B2B support function for scale and efficiency? Do you have experience hiring and managing a team in a fast-paced startup environment?

Job Description:
Wolt is a technology company that operates a food delivery platform. We are growing our business in the Czech Republic and are looking for a Merchant Services Team Lead.

The Merchant Services Team is dedicated to creating great experiences for all merchants using our platform product. The team works closely with Wolt's front-line support team and account management team to solve advanced support tickets and help merchants utilize Wolt's products.

Key responsibilities include:
  1. Hiring and training account associates to scale the merchant services team
  2. Ensuring best-in-class support and documenting standard operating procedures
  3. Analyzing support distribution and satisfaction to identify business opportunities
  4. Driving proactive engagement in merchant support rather than reactive
  5. Building local tooling and liaising with developer teams to push product improvements
  6. Conducting one-on-ones to manage motivation, productivity, and performance
  7. Collaborating with front-line support and account management teams for a seamless merchant experience
  8. Being an integrated part of Wolt's extended leadership team
  9. Participating in Wolt's Merchant Leadership team

Requirements:
If you are excited about working in a high-growth environment, taking ownership, and being part of an ambitious team, we encourage you to apply and start the conversation.

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