Product Lead, Support AI

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.

We are looking for an experienced Product Lead to join the Support AI Team within the Support Product Group. This is a brand-new team that will define and build AI-powered products from the ground up. The Support Group consists of 5 different teams building products and tools that power Wolt's customer support.

Delightful customer experience is one of the cornerstones of Wolt, and we see Wolt's high-quality support as an important part of the overall customer experience. Over the years, we have invested a lot in our in-house built support tooling and products, as we believe it's the best way for us to provide a world-class support experience and ensure satisfaction for our consumers, courier partners, and merchants across the 30 countries we operate in.

In this role, you'll be leading Wolt's strategic efforts in bringing AI and LLM-based solutions into the support domain. As Product Lead, you will own the vision and roadmap for our Support AI team and play a key role in shaping Wolt's first wave of AI-driven support products. This includes building intelligent systems that help support agents quickly identify issues and recommend the best resolution, as well as enhancing consumer-facing support experiences through AI-powered self-service.

You'll be working with a cross-functional team of incredibly talented engineers, designers, and data experts in a high-visibility role. Together, you'll drive the entire product lifecycle from identifying opportunities and experimenting with LLM-based workflows to launching scalable solutions that improve efficiency and delight users. You'll also partner closely with business and operations stakeholders, while building an in-depth understanding of Wolt's support operations and our end users -consumers, merchants, courier partners, and our internal support teams-.

Our humble expectations

You could come to this role from a multitude of different backgrounds, but ideally, you have

• Proven experience as a Product Lead / Product Manager, preferably in growth, marketplace, or decision making domains, you know what it takes to develop great products with a strong track record of building high-growth products ,
• Excellent written and verbal communication skills, and have proven ability to influence cross-functional teams and senior stakeholders/executives.
• Desire to be in a high-ownership, high-visibility role. You need to be comfortable with both driving the strategic vision for the domain but also getting hands-on and diving into the details.
• A mixture of data analysis skills, engineering understanding and business savvy with the go-getter attitude of a "could-be start-up CEO"
• Expertise in how to work with and lead cross-functional teams, at least with developers, design, data experts and with engineering teams

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!

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.

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.