Global Head of Country Support Operations

Wolt; Germany (OH); Remote; USD 100,000 - 125,000; Full time

Job summary

A leading global delivery company is seeking a Global Head of Country Support Operations to drive the transformation of customer support across 30+ countries. This role involves leading a large team, improving customer experience, and managing strategic change. The ideal candidate should have extensive experience in customer support operations, strong leadership skills, and a data-driven approach. Competitive compensation and opportunities for growth are offered.

Benefits

Flexible working model

Participation in stock option plan

Competitive salary

Qualifications

• Proven track record in leading large-scale customer support teams.
• Experience with in-house and outsourced support models.
• Background in scaling support operations in a high-growth tech environment.

Responsibilities

• Lead and develop a high-performing global team of 6000+ FTEs.
• Drive transformation from local to integrated global support.
• Work cross-functionally to improve tools and customer experience.

Skills

Leadership

Change management

Cross-functional collaboration

Data-driven decision making

Job description

Global Head of Country Support Operations

Germany

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.

About the Role

As Wolt continues to scale rapidly, we’re rethinking how customer support should work—not just to keep up with growth, but to set a new standard globally. We’re now looking for a Global Head of Country Support Operations to lead this transformation.

As the Global Head of Country Support Operations, you lead the country support teams across all 30+ markets. Your primary focus will be to build a high performing, integrated support team across Wolt. This is a senior leadership role, requiring strategic thinking, ability to drive change in large teams, and daily operational rigor.

Reporting to the Head of Global Support Operations, you play a pivotal role in delivering on Wolt’s mission of making cities a better place to live. Support is a strategic lever for Wolt and a strong differentiator for our business.

What You’ll Be Doing

• Lead and develop a high-performing global team of 6000+ FTEs, including Shared Service Centers in Georgia, Hungary, and Serbia
• Drive transformation from local to integrated global support—balancing standardization with local market needs
• Work cross-functionally with teams like Product, Analytics, Courier & Merchant Ops, and Marketing to improve tools and customer experience. Set and monitor key KPIs (e.g. CSAT, cost per contact, refund rates), and continuously improve both customer satisfaction and efficiency
• Lead change management efforts across multiple markets to professionalize support and scale operations in a sustainable, customer-first way
• Serve as a key voice in Wolt’s leadership team on global support strategy and delivery

Experience

• Proven track record in leading large-scale customer support teams across multiple countries and cultures.
• Experience with both in-house and outsourced support models, with a strong preference for in-house operations leadership.
• Background in scaling and transforming support operations in a high-growth, fast-paced tech environment.
• Deep understanding of support KPIs, and how to drive performance against them.
• Experience building, managing, and improving Shared Service Centers.
• Strategic, yet hands-on—you’re just as comfortable in leadership meetings as you are diving into the details.
• Excellent cross-functional collaboration skills; able to work closely with Product, Engineering, Marketing, and other ops teams.
• Skilled in change management, integration, and transformation, especially across geographically dispersed teams.
• Strong communicator and people leader; able to coach regional leads and drive performance and culture globally.
• Comfortable using data to make decisions, design processes, and define success.

Why Wolt?

• Impact at scale – You’ll shape the future of customer support across 30+ countries, directly influencing how we grow and serve millions of customers.
• Build something exceptional – We’re not following the traditional playbook. You’ll have the freedom to innovate and build a world-class support function from the ground up.
• Global team, local heart – Join a truly international team that values ownership, speed, and humility.
• Learning & growth – At Wolt, you’ll be stretched and supported in equal measure. Our growth creates constant opportunities for yours.
• Competitive package – Including salary, flexible working model, and participation in our stock option plan.

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.

Apply for this job

This position is open and applications are being reviewed on an ongoing basis. If you meet the qualifications, please submit your application materials for consideration.

We evaluate candidates solely on their qualifications, skills, and how they align with our business needs. We encourage applications from people of all disability statuses, gender identities, sexual orientations, personal expressions, racial and ethnic backgrounds, religious beliefs, and any other identities or experiences.

To ensure a fair and inclusive hiring process, please focus on your experience and skills in your CV — no need to include your photo, age, or marital status.

We’re committed to providing a delightful candidate experience. If you require any accommodations during the hiring process, please let us know below.