Operations Team Lead (Courier Support)

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.

Are you a detail-oriented team player with excellent written communication skills in English? Do you enjoy working in a highly-dynamic environment across countries? Are you passionate about helping others and are ready to shape the future of how we operate and collaborate with our partners in the Central region of Europe? If this sounds like you, we'd love to chat!

Role background

Our Courier Experience Team is responsible for maintaining and developing the cooperation with thousands of Courier Partners across multiple countries. Within this, the Courier Community Team focuses on strengthening our direct relationship with couriers, especially when interactions require more context, nuance, or operational insight. As Team Lead, you'll oversee a large, international team of junior associates, supporting 9 (11 soon)  markets at once. The team plays a key role in managing high-context courier requests and in helping the business stay in tune with courier sentiment and trends. This role calls for clear operational oversight and strong people leadership to ensure consistent quality and alignment across a fast-paced, cross-country setup.

What you'll be doing

• Providing day-to-day and strategic leadership to an international team of junior associates, ensuring clear structure, strong engagement, and individual development across a setup that spans 9 countries
• Overseeing complex courier interactions—such as escalated requests from Support—that require deeper operational understanding and a tailored approach across multiple markets
• Coordinating and prioritizing translation, localization, and content support tqsks in partnership with the Comms team, ensuring region-wide consistency and local relevance
• Monitoring inbox performance and courier support KPIs across countries, continuously working to improve response quality and ensure a consistent support experience
• Leading the team’s alignment on courier sentiment tracking by gathering feedback from in-app sources, social platforms, and chat groups across the region, helping surface risks and improvement areas early
• Acting as the key point of collaboration with Support teams to balance workload and ensure smooth, efficient ticket routing across the region
• Organizing the team’s involvement in courier feedback loops, onboarding initiatives, and content rollouts by setting clear ownership structures and delivery expectations
• Coaching and developing team members through regular feedback, structured rituals, and performance reviews, reinforcing accountability and high service standards across all nine countries

Our humble expectations

• You have proven experience in a relevant leadership role, such as operations, customer support or partner/vendor management where people development, service quality, and structured execution were key to success
• You bring strong people management skills, with the ability to lead, support, and motivate a team in a high-volume, dynamic operational environment
• You have a track record of driving process improvements and implementing scalable solutions, ideally in collaboration with cross-functional stakeholders such as Support, Comms or Product
• You take ownership, act with accountability, and bring structure and clarity to fast-changing and complex topics
• You are comfortable managing inbox operations or support-related functions, and confident working with service metrics and KPIs to guide performance and quality
• You have a sharp eye for detail and can confidently navigate operational guidelines, feedback flows, and courier-facing documentation
• You communicate clearly and professionally in English—both in writing and in speech—across a wide range of audiences and teams
• You are tech-savvy, quick to learn new tools, and comfortable working with everyday platforms to track performance and collaborate effectively
• You are based in Prague working primarily from our local office, with flexibility for remote work when needed
• Bonus: You’re confident using tools like Google Sheets or other basic data platforms to support tracking, reporting, and decision-making

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team based across eleven different countries, then click below to apply and get the conversation going! We highly recommend including a cover letter to help your application stand out. 

The application deadline is 5th of June 2025 however we will be reviewing applications and inviting people to interviews on an on-going basis, so we encourage sending your application ASAP. 

If you have any further questions about the position, you can send your enquiries to: jakob.persson.wilson@wolt.com

Please note that we do not accept applications coming in via email. Please submit your application via our job portal.

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.