Company Description
As the world’s pioneering local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech, designed by people. As one of Europe’s largest tech platforms, headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. We enable creative minds to deliver solutions that create impact within our ecosystem. We move fast, take action and adapt. No matter where you’re from or what you believe in, we build, we deliver, we lead. We are Delivery Hero.
Job Description
We are on the lookout for a Specialist, Product Support (Logistics, Rider) to join the Global Logistics Team on our journey to always deliver amazing experiences.

In our Logistics Team, you’ll tackle high-impact challenges that make last-mile delivery efficient, affordable, and sustainable. Your work will directly improve experiences for riders, end customers, and merchants across the globe. Each enhancement you contribute will help Delivery Hero optimize delivery operations, supporting expansion into new areas like grocery and retail.

• Triage and investigate bug reports, complying with existing SLAs
• Work cross-functionally with Engineers and Product Managers, to advocate key areas for improvements for high-impact issues.
• Inform and deliver new strategies and tactics to improve users’ experience with Product Support.
• Influence innovation across Product Support and Product Operations to identify opportunities for simplicity and scalability.
• Help shape internal processes for the team through observation, suggestion and implementation.
• Contribute to the team’s documentation library by writing and maintaining how-to troubleshooting guides, internal processes, and knowledge bites for stakeholders.
• Serve as a point of contact for regional stakeholders and Product squads for Feature Rollouts
• Identify trends, exceptions, and connections between reported issues.
• Build strong relationships with local and regional stakeholders, acting as their primary point of contact for product knowledge, issue tracking and change management.
• Proactively communicate with relevant stakeholders, providing updates and seeking support from management when blocked to ensure timely execution.
• Understand all KPIs related to their area and suggest prioritization for new tasks that align with team goals.

QUALIFICATIONS

• Familiar with agile software development and related tools; and ideally previous education in software engineering.
• Strong team player, with an ability to connect people and teams to our company vision.
• Hands-on attitude, capable of dealing with constant change and being able to get things done in a timely and effective manner
• A proactive mentality, a curious mindset and a desire to make an impact.
• Ability to think like a Product user and be invested in our users’ needs.
• Excellent English skills, in both written and verbal communication.

Please refer the Job description for details