Senior Merchant Operations Manager
1 day ago
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:
- Hiring and training account associates to scale the merchant services team
- Ensuring best-in-class support and documenting standard operating procedures
- Analyzing support distribution and satisfaction to identify business opportunities
- Driving proactive engagement in merchant support rather than reactive
- Building local tooling and liaising with developer teams to push product improvements
- Conducting one-on-ones to manage motivation, productivity, and performance
- Collaborating with front-line support and account management teams for a seamless merchant experience
- Being an integrated part of Wolt's extended leadership team
- 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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