Specialist, Product Support - (logistics, Rider)

Specialist, Product Support - (Logistics, Rider)

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.
• Nice to have:
• Bachelor's degree or background in QA, development, product support or product management
• Previous education in software engineering
• Ability to work with databases to create meaningful insights

Additional Information

Ensuring you and all our Heroes are looked after, happy, and healthy is always on the menu. Because if you're in good shape, then we're in good shape.

• Make the most of our hybrid working model and join the team for face-to-face connection and collaboration in our beautiful Berlin campus 2 days a week
• We offer 27 days holiday with an extra day on 2nd and 3rd year of service
• We will support you in developing yourself and your career growth opportunities: 1.000 € Educational Budget, Language Courses, Parental Support and access to the Udemy Business platform to explore a variety of online courses.
• Get moving and release those wonderful, mind-boosting endorphins: Health Checkups, Meditation, Gym & Bicycle Subsidy
• Cash. Dough. Cheddar. Whatever you call it, we'll help you with it: Employee Share Purchase Plan, Sabbatical Bank, Public Transportation Ticket Discount, Life & Accident Insurance, Corporate Pension Plan
• The power of getting together over some food is unrivaled. Here are a few ways to help you do that. All the yum: Digital Meal Vouchers, Food Vouchers, Corporate Discounts. Courses.

We believe diversity and inclusion are key to creating not only an exciting product, but also an amazing customer and employee experience. Fostering this starts with hiring - therefore we do not discriminate on the basis of racial identities, religious beliefs, color, national origin, gender identities or expressions, sexual orientations, age, marital or disability statuses, or any other aspect that makes you, you. We encourage you to let us know if you need any accommodations or specific accessibility support to ensure a smooth interview experience—just include it in your application. You're welcome to share your pronouns (he/she/they) right from the start so we can address you respectfully from our first contact.