Data Scientist, Support Analytics

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 Support Group

As the name Support Group implies, this group is responsible for the core part of the customer experience journey that has earned 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 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.

What you'll be doing

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 identifying opportunities to optimize an in-house tool developed for support operations to resolve customer queries by identifying support ops needs, building supporting KPI & dashboards, conducting root cause analysis for product improvements, exploring cost optimization opportunities, and uncovering data-driven insights to refine product roadmap & automation capabilities.

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
• Maintain and improve efficiency metrics. You will track customer journey through the support, time to resolve queries 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 humble expectations

• 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 , including hypothesis testing, experimentation , and causal inference using statistical software packages in Python, R, or equivalent.
• Exceptional communication 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 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 event tracking and product analytics.

What we offer

• 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 work onsite at our offices in Berlin, Helsinki, Stockholm, or Tallinn. Alternatively, you can work remotely anywhere in Germany, Finland, Sweden, or Estonia. You have the chance to decide the ways of working — a hybrid, at the office, or remote, within the location above. 💙
• 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.

Next steps

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!

For any further questions about the position, you can turn to the Product+ Talent Acquisition Partner - Zhanna Filintseva ([email protected])

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.