Team Lead Partner Operations, Germany

About this role

Responsibilities

• Lead and develop a team of 6 Partner Operations Associates handling high-volume support tickets from restaurant partners.
• Monitor team performance and KPIs, ensuring SLAs and quality standards are met.
• Own scheduling, prioritization, and task management across the team.
• Collaborate closely with the Restaurant and Global Support teams to solve process bottlenecks and improve workflows.
• Recruit, onboard, and coach new team members for long-term success.
• Identify and implement ways to automate tasks and improve operational efficiency.
• 3+ years of experience in leading operations or customer support teams
• Proven ability to manage high-volume, structured workflows and junior team members
• Strong prioritization and organizational skills
• Excellent communicator in both German and English
• Experience in hiring and developing team members
• Familiarity with tools like Intercom, Zendesk, or similar platforms is a plus
• Bonus points if you’re comfortable with analytics tools like Looker or Power BI
• Bachelor’s degree or equivalent work experience

Requirements

• A chance to shape how Wolt supports tens of thousands of restaurant partners across Germany
• Full ownership and accountability in a fast-moving operations environment
• Independent work in a dynamic, international team
• A fast-growing tech company with many career opportunities
• Attractive salary package
• Cool office in the heart of Berlin
• Discount on Wolt orders
• Modern work equipment
• Various soft drinks, coffee and fruits in the office
• Urban Sports Club membership subsidy
• Deutschland Ticket subsidy
• Weekly all-hands meetings and regular team events
• Flexible working hours policy + 30 days of paid vacation

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, our mission is to bring joy, simplicity, and earnings to neighborhoods — and our restaurant partners are at the heart of this mission. In Germany, our Partner Operations team plays a critical role in supporting thousands of restaurants by ensuring smooth and reliable day-to-day operations. We are now hiring a Team Lead for Partner Operations. This is a hands-on leadership role where you’ll guide a team of specialists in resolving incoming support requests efficiently and professionally, helping us scale operational excellence across Germany. What you’ll be doing As Team Lead for Partner Operations, you'll be responsible for running one of the most critical support functions at Wolt. You will lead a team that handles hundreds of incoming tickets each week, ensuring restaurant partners get fast, high-quality assistance. Your focus will be on operational efficiency, team development, and improving the experience for both merchants and internal stakeholders. Day-to-day in this role you’ll: Lead and develop a team of 6 Partner Operations Associates handling high-volume support tickets from restaurant partners. Monitor team performance and KPIs, ensuring SLAs and quality standards are met. Own scheduling, prioritization, and task management across the team. Collaborate closely with the Restaurant and Global Support teams to solve process bottlenecks and improve workflows. Recruit, onboard, and coach new team members for long-term success. Identify and implement ways to automate tasks and improve operational efficiency. Our humble expectations 3+ years of experience in leading operations or customer support teams Proven ability to manage high-volume, structured workflows and junior team members Strong prioritization and organizational skills Excellent communicator in both German and English Experience in hiring and developing team members Familiarity with tools like Intercom, Zendesk, or similar platforms is a plus Bonus points if you’re comfortable with analytics tools like Looker or Power BI Bachelor’s degree or equivalent work experience