Operation Lead Jobs in Berlin

Wolt creates technology that brings joy, simplicity and earnings to neighborhoods around the world. In Germany that means thousands of restaurants, from single-site kitchens to national chains, all trying to make the platform work for their business. Partner Operations is the team they come to, and the team that keeps them running well on the platform. We're the people on the other end of the email and the phone - handling the day-to-day requests, answering what's unclear, and nudging partners towards the things that would grow their business with us.

We're a team of five associates and a team lead - looking after restaurant partners across Germany, and we're hiring a sixth associate.

If you like solving other people's problems properly, and you get a small kick out of leaving someone better off than they were before they got in touch, we'd love to hear from you.

What you’ll be doing

Most of your day is spent in conversation with restaurant partners, by email and on the phone. The bulk of it is the everyday running of an account - a detail to update, a menu change to get right, a payment question that needs a clear answer, a new feature to explain. A smaller but important part is win-back: when a partner is considering leaving Wolt, you're the one who finds out why and works out what would keep them. Either way, what lands with you is yours to see through - sometimes that means solving it yourself, sometimes it means getting it into the hands of the team who can.

Day-to-day in this role you’ll:

• Be the first person our restaurant partners hear back from when they get in touch, working through your ticket queue and seeing each case through - either to an answer or to the team who can give one.
• Handle account, menu, settings and payment queries yourself, and hand a case to the right specialists when it needs them.
• Spot where a partner could be getting more out of Wolt - a promotion, an ads campaign, a stronger menu - and make the case for it.
• Take on the win-back conversations: when a partner is thinking about leaving, understand what's behind it and agree on a way forward that works for them and for us.
• Bring back the patterns you see across your conversations, so we fix the cause rather than answering the same question twice.
• Keep your cases and notes in good order, so anyone on the team can see where a partner stands without having to ask.

Our humble expectations*

• Experience in a customer support, hospitality, administration or account management role.
• Hands-on experience working a ticket queue in a support or CRM tool - this is the core of the job.
• You're comfortable handling partner conversations by phone and email, including the difficult ones.
• You can work to a documented process while managing a steady flow of requests and deadlines, and use your own judgment on the cases the process doesn't cover.
• You enjoy the commercial side of the conversation - recommending a promotion or an ads campaign, or persuading a partner to stay, is something you'd take on rather than avoid.
• Fluent German (C1 or above) and excellent English.

What we offer

Our team is small enough that your work is visible and big enough that you're never on your own with it. Partner Operations sits close to the people making decisions about how Wolt works with restaurants in Germany, so the problems you raise have a short route to getting fixed. You'll learn how a delivery business actually runs, from the side most people never see.

• A competitive salary, which we'll be upfront about early in the process
• Flexible working hours and 30 days of paid vacation
• Discount on your Wolt orders
• Urban Sports Club membership subsidy
• BVG ticket subsidy
• Modern work equipment
• Coffee, soft drinks and fruit in the office
• Weekly all-hands and regular team events

Next steps*

We look at applications as they come in, so there's no deadline to worry about. If it looks like a match, there are four steps: a short call with our Talent Acquisition team, an interview with the hiring manager, and a practical exercise based on real partner cases. We'll tell you where you stand at each stage - you won't be left wondering.