CS Outsource Coordinator

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're now looking for a CS Outsource Coordinator to join our Support Operations team in Israel. In this role, you will serve as the key connection between Wolt and our outsourcing centers, helping to establish and maintain high-quality service standards for our customers, partners, and courier partners.

What you'll be doing
Day-to-day in this role you'll:

• Manage all outsourcing sites during the initial phase, guiding and supporting managers and teams.
• Transition to full ownership of one site, ensuring professional guidance, service quality, and continuous improvement.
• Provide professional feedback, promote effective processes, and support continuous development in customer service.
• Ensure operational routines, including scheduling shifts, monitoring performance, and handling escalations.
• Support site managers and shift leaders in achieving KPIs and adapting to customer needs.
• Collaborate with internal teams (Training, VOC, Tech Support, Shift Management) to ensure alignment and operational excellence.
• Conduct performance reviews, feedback sessions, and coaching with teams and team leaders.
• Lead site-level action plans and quarterly reviews to drive continuous improvement.
• Travel regularly to sites in Ashdod, Rehovot, and Hadera.

Our humble expectations

• Full-time availability and willingness to travel regularly to multiple sites.
• Background in professional customer service roles, including KPI ownership, process improvement, and feedback delivery.
• Prior managerial experience as a Team Lead or similar, with responsibility for leading teams and projects.
• Hands-on leadership skills, especially during the initial multi-site management phase.
• Strong ability to take ownership of a single site after the initial phase, maintaining high service standards and driving continuous improvement.

What's in it for you

• A unique opportunity to shape and elevate the quality of Wolt's outsourced customer service.
• Work in a dynamic environment, collaborating closely with multiple internal and external stakeholders.
• Join a people-first culture with supportive colleagues, continuous learning, and opportunities to grow.
• Make a direct impact on customer experience across Israel by building high-performing service operations.

Next steps

If this sounds like your next adventure, we'd love to hear from you

After applying, you can expect:

• A brief video call with one of our Talent Acquisition Partners.

• Two interviews with key team members and stakeholders.

• A short case or assignment relevant to the role.

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.

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