Do you possess exceptional communication skills? Can you engage with people and motivate them? Are you interested in becoming an expert of the food delivery industry and its delivery operations? Do you think you can help our couriers in solving their daily challenges and improving their performance?

If this describes you, then we would be delighted to connect with you and explore this exciting opportunity further. Let's have a chat!

Role background

We launched our service in Germany in August 2020 and have for the past year seen rapid development in the market. We are now working with several thousand restaurant partners across Berlin, Munich, Frankfurt, Cologne, Hamburg & several others and are expanding further into new cities, regions, and business verticals. 

To support our hyper-growth and strengthen our central team, we are currently seeking a driven and experienced Courier Support Associate (m/w/d) to take our courier performance to new heights. This role will require strong communicational and relationship-building skills to optimize our operations and ensure the highest level of service for our customers. 

The Courier Support Associate (m/w/d) role is a full-time position, and we are seeking a candidate who is available to work on a regular basis. You will report directly to the Performance Management & Operations Support Team Lead and take ownership of managing communications and partnerships for over 4000 couriers in various German cities. Your responsibilities will include ensuring effective communication with our network of couriers across multiple German cities. This will involve regular interaction with couriers to provide support and guidance, as well as building strong partnerships and fostering a positive working relationship.

You will need to be highly organized and able to manage multiple tasks simultaneously, including responding to courier inquiries, resolving issues, and providing regular updates and feedback to our courier network. Strong interpersonal and communication skills will be essential, as you will be working closely with couriers from diverse backgrounds and cultures.

You must also be a team player and willing to chip in with tasks outside of the day-to-day - it’s important that we keep the ‘hands-on’ ethos that has made our team what it is! If you are passionate about streamlining processes, improving efficiencies, and driving growth in a fast-paced environment, then we encourage you to apply and join our dynamic team.

What you'll be doing

• Making outbound calls to our courier portfolio to drive performance, engagement, and satisfaction (60-70% of the work time)
• Assessing couriers performance, to identify areas for improvement and being able to give them useful and actionable feedback
• Assessing and monitoring couriers satisfaction and engagement
• Being responsible for the overall courier partner relationship, satisfaction and efficiency
• Acting as the first point of contact to your portfolio making sure a smooth operation incl. regular performance checks
• Working closely together with the different teams, including supporting ad-hoc initiatives to improve performance of group of couriers - in specific cities, or Germany-wide

Our humble expectations

• You are comfortable with handling a considerable volume of outbound calls
• You are fluent in German and Arabic and you have good English skills
• Excellent interpersonal skills with the ability to adapt the tone to suit the audience
• Ability to work independently and hands-on
• Fantastic communication skills; you should be comfortable speaking with a wide range of different backgrounds
• You’re structured, precise and service-oriented
• Willingness to go the extra mile, and occasionally jump on new tasks, or be on the streets to monitor and assess the behavior of our couriers (max 1 day per month) 
• Experience from a previous account/ customer success management or other customer-facing role is a plus

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!  

Please note that we do not accept applications coming in via email. Please submit your application via our job portal.