Merchant Onboarding Team Lead

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.

At Wolt, you can grow your career with a fun and fast-scaling global business. Part of the DoorDash team, we're building a global logistics platform that can deliver (almost) everything in your city, to your door in minutes. Today, our products are used by 55+ million registered users who can now order from 200,000+ restaurants and retail stores across 30+ countries around the world.Our teams create and build our relationships with merchants. Together, we've helped big brands, local stores and neighbourhood restaurants do over €15 billion's worth of business through our platform.We're constantly launching new cities and products, so there are always new opportunities to expand your skills and progress your career.As our new Onboarding Team Lead, you'll manage and develop our Onboarding team while ensuring that new restaurant partners receive world-class support and menu standards from day one.

What You'll Be Doing
As an Onboarding Team Lead, you'll be responsible for building a high-performing team that delivers a seamless onboarding journey for restaurant 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 Associates
• Ensure excellent onboarding experiences for partners together with the team
• Set KPIs and targets for the local onboarding team and provide regular performance feedback
• Work closely with other teams to align on partner success
• Develop onboarding processes and automations that improve efficiency and partner outcomes
• Analyse 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 behaviours

Our humble expectations

• Experience in onboarding, customer operations, or implementation in a high-volume, fast-paced environment.
• Shift lead or team lead experience, 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 and rolling out process improvements that scale quality and speed.
• Cross-functional onboarding experience partnering with other teams.
• 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

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.