Customer Success Lead, SMB

About Wolt

At Wolt, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from couriers to merchant partners to consumers. We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

Wolt is part of DoorDash (NASDAQ:DASH) and was founded in 2014 in Helsinki. With its 4,000 employees, Wolt makes it incredibly easy to get your favorite restaurants and stores delivered to you. Wolt operates in 27 countries and 200+ cities across the EU and Middle East, enabling our users to order food and other things from 50,000 restaurants and stores, delivered by one of our 100,000 delivery partners. In May of 2022, Wolt was acquired by DoorDash. 

Founded in 2013, DoorDash is the largest on-demand local delivery platform in the United States. We currently connect over 20,000,000 customers each month in more than 7,000 cities with more than 500,000 local businesses and restaurants. We deliver almost everything: delicious food from restaurants, grocery products, alcohol, convenience items, flowers, pet food and other retail categories like home or electronics. We operate in the United States, Canada, Australia, New Zealand, Japan...and with Wolt, now in 27 new markets across the EU and Middle East too!

Tokyo/Osaka/Sapporo/Sendai/Hiroshima/Fukuoka

*Required to travel about once per month.

Role background
The Customer Success Team was launched in October 2021 to maximize revenue growth and create a growing partner portfolio. We currently have thousands of restaurant partners from over 40 cities nationwide on our platform. The Customer Success team guides the company in identifying what it takes for restaurant partners to be successful on our platform. This requires looking at all of the restaurant partners, users, and courier partner operations to get a 360-degree view of the business. This team will continue being innovative, constantly improving our approach to customer success by introducing new products and ways to promote our restaurants and staying up-to-date on the latest industry news. As a result, we will deliver on our promise to create a better city by enriching and growing local communities. The Customer Success team consists of three main teams: the Restaurant Business Strategy/Development team, which develops business strategies and new revenue streams for merchants; the Account Management team, which plans and proposes ways to improve restaurant partners' performance; and the Customer Success team, which manages and manages existing restaurants; Restaurant Operations team shares Wolt's data-driven know-how to help partners operate better.

What you will be doing

As a Customer Success Lead, you will play a pivotal role in supporting restaurants by managing a team, overseeing their performance and facilitating collaboration to achieve departmental goals.

The team mission will be to provide exceptional customer service through calls, chats, and public communication channels. Your primary responsibility will be to ensure a seamless experience for our clients, addressing their concerns, and fostering positive relationships. Here are the key responsibilities:

Customer Support and Communication:

• Serve as the primary point of contact for restaurant clients, addressing their inquiries and concerns through calls, chats, and other communication channels.
• Provide guidance on utilizing merchant services effectively and troubleshoot any technical issues that may arise.
• Engage with clients through public communication channels such as social media and forums to address questions and disseminate information.

Team Management:

• Lead and manage a team of customer support professionals, providing guidance, feedback, and support to ensure high-performance standards.
• Foster a collaborative and positive team culture, promoting continuous learning and development.
• Conduct regular team meetings, setting goals and expectations to achieve departmental objectives.

Relationship Management:

• Build and nurture strong relationships with restaurant partners, understanding their business needs, and acting as a liaison between clients and internal teams.
• Collaborate with cross-functional teams to implement solutions based on client feedback, aiming to enhance the overall client experience.

Training and Education:

• Develop training materials and resources to educate restaurant owners and staff on best practices for using merchant services.
• Conduct training sessions, webinars, and workshops to enhance the understanding and adoption of your company's services within the restaurant industry.

Issue Resolution:

• Investigate and resolve escalated issues promptly, collaborating with internal teams to find effective solutions.
• Proactively identify potential challenges and work towards implementing preventative measures.

Data Analysis:

• Analyze data related to merchant service usage, client feedback, and support metrics to identify trends and areas for improvement.
• Use data-driven insights to make informed recommendations for optimizing the merchant services experience.

Team Collaboration:

• Work collaboratively with other teams, including sales, marketing, and technical support, to ensure a cohesive and coordinated approach in serving restaurant clients.

Reporting:

• Generate regular reports on key performance indicators, customer satisfaction, and other relevant metrics to inform decision-making processes.

• 8+ years of experience in managing a team in Customer Support, Account Management or Client Success

• 5 + years of experience in people management

• Extensive experience in account management / client success, interpersonal skills with the ability to negotiate and move forward complex relationships including C-suite executives

• Proven track record as an individual contributor in management/client success

• Analytical and critical thinker with the ability to dissect data and make informed decision to put data into action

• Experience in fast-growing environments and scaling a team 

• Knowledge and passion for the Restaurant and Service industry with a service-oriented mindset 

• Available to travel 

• Fluent in Japanese and English

What you’ll get by joining us

• Opportunity to be part of building something exceptional, in an international environment
• Lots of learning and growth in a globally scaling tech company
• Competitive salary + stock options available

Please note that we do not accept applications sent by mail. You should submit your application through our careers website!