Description
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.
Job Description
As our new Onboarding Team Lead, you’ll manage and develop our Onboarding team while ensuring that new Merchants receive world-class support and menu standards from day one.
Responsibilities
As Onboarding Team Lead, you’ll be responsible for building a high-performing team that delivers a seamless onboarding journey for our partners. You’ll set the direction, lead by example, and ensure that processes, tools, and best practices are in place to support scalable growth.
Day-to-day in this role you’ll:
- Lead and develop the onboarding team of Onboarding Associates and Specialists
- Ensure excellent onboarding experiences for partners together with the team
- Work closely with Sales, Support, and Account Management teams to align on partner success
- Develop onboarding processes and automations that improve efficiency and partner outcomes
- Analyze the local country market on an ongoing basis to refine processes and identify improvements
- Create a positive work environment that enables the team to grow and succeed
- Lead by example by demonstrating Wolt’s values and behaviors
- Conduct regular one-on-ones to monitor performance, provide feedback, and support professional growth
Requirements
- Minimum of 2 years in onboarding, customer operations, or implementation in a high-volume, fast-paced environment.
- 1+ year leading individual contributors as a shift lead or team lead, including running 1:1s, coaching, and performance feedback.
- Proven track record hitting team SLAs/KPIs for new-partner launches, with experience in capacity planning and scheduling.
- Hands-on experience standardizing SOPs and rolling out process improvements that scale quality and speed.
- Cross-functional onboarding experience partnering with Sales, Support, and Account Management to ensure clean handoffs.
- Tooling experience with CRM/workflow systems and spreadsheets/BI (e.g., Salesforce or similar; Excel/Google Sheets; Looker/Power BI).
- Experience running QA for menus/content and maintaining strong data hygiene across systems.
- Experience managing escalations via defined playbooks and closing the loop with stakeholders.
- Fluency in both Czech and English is a must.