About the Support Group
As the name Support Group implies, this group is responsible for the core part of the customer experience journey that has got Wolt top-notch ratings in app stores.
During the years we’ve invested a lot in the in-house built support tooling as we believe that it’s the only way we can ensure the satisfaction of all of our customers and partners in each of the 25 countries that we operate in. We take huge pride in our customer operations’ quality, so on top of building delightful support experiences in our consumer app we also want to proactively identify and solve issues even before our customers and partners even notice something might be wrong.
About the Support Analytics Team
Our Support Analytics team’s main goal is to deliver an amazing Customer, Merchants & Courier support experience while optimizing our operations by providing actionable insights and quantifying the impact of those actions on the overall business. 💡
You’ll be part of this team working with top Data Science and Analytics Engineering professionals.
About the Role
As a Data Scientist at Wolt, your role involves diving into our data to solve crucial business problems. The scope of this role ranges from diagnosing problem areas to identifying solutions to designing experiments and ultimately influencing decision-making. This is a rare, operational, and actionable data-driven experience. When you join this team, you will be driving action from the frontlines, rather than just doing yet another analytics role.
Your job will mainly focus on driving operational efficiency with the Workforce Management (WFM) team and optimizing resource allocation by creating accurate scheduling and intraday forecasts, simplifying forecasting processes, building and supporting KPI dashboards, conducting root cause analysis for SLA improvements, exploring cost optimization opportunities, managing the capacity plan framework, enhancing the WFM data pipeline, and uncovering data-driven insights to refine planning, scheduling, reporting, and intraday management.
You're excited about this opportunity because you can…
• Passionately leverage your analytical skill sets to tell the story about business performance and align executives around what matters and why.
• Collaborate with senior stakeholders across Finance, Product, Analytics, and Support Operations, including country and regional heads of support and the overall head of Customer Service, to influence our operating model and how we structure our queues to provide the best support for our customers
• Develop and automate forecasting models to plan the capacity of the support centers across different locations.
• Maintain and improve efficiency metrics. You will track scheduling efficiency, occupancy rates, and other key performance indicators and advise on what we can do to improve
• Create metrics and build data pipelines, transforming data into valuable information to be used in critical decision-making.
• Use advanced analytics & statistical analysis to accelerate decision-making and build heuristics to quantify the impact of those decisions.
• Work backward from understanding and sizing problems to ideating solutions.
Our offering to you
• The online delivery platform that Wolt is building will offer you interesting and complex challenges together with the opportunities to create a big impact with your skills. Lots of geolocational and temporal data in real-time combined with differences in the economics and dynamics of the cities we operate in make Wolt both a challenging and so interesting company to practice analytics.
• You can choose the location from our tech hubs Helsinki, Berlin and Stockholm, or you can work entirely remotely anywhere in Finland, Germany, Sweden and Estonia. You have the chance to decide the ways of working — a hybrid, at the office, or remote within the location above. 💙 Read more about our remote setup.
• You would get to work in a company culture where we take ownership beyond the obvious, do common things uncommonly well, we think big but stay humble, do right by people, we treat others kindly and justly, recognize that if we don’t learn, we won’t stay still but fall behind and keep in mind that Luke was Yoda’s greatest achievement. Read more about how we work.
• Degree in Mathematics, Statistics, Computer Science, or a related field.
• 3+ years of experience in a data science or analytics position within an industry or research setting.
• Expertise in statistical analysis, using statistical software packages in Python, R, or equivalent.
• Exceptional communications skills, with the ability to influence and advise senior stakeholders through telling exciting and valuable stories from any data exploration
• Proficiency in writing structured and efficient SQL queries for large data sets.
• Have prior experience building forecasting models & time series analysis (Prophet, SARIMA, Holt-Winters or similar).
• Have prior experience building intuitive data visualizations and dashboards that influence business decisions, utilizing tools like Tableau, Mixpanel, Looker, or similar.
• Comfortable with building data pipelines using Airflow or similar tools.
• Previous experience in Cost Analysis, What-if Scenario Analysis, Capacity planning, and Workforce Management is nice to have but not mandatory.
The position will be filled as soon as we find the right person, so make sure to apply as soon as you realize you really, really want to join us!
The compensation will be a negotiable combination of monthly pay and DoorDash RSUs. The latter makes it exceptionally easy to be excited about our company growing and doing well, as you’ll own a piece of the pie.
For any further questions about the position, you can turn to Product+ Talent Acquisition Partner - Zhanna Filintseva ([email protected])
