Live Operations Team Lead

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars.
• Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target.
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month.
• Over 2.5 million happy travellers every year.

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check out our TikTok account.⭐️

The Team

We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

As a Live Operations Team Lead, you will be leading the Live Operations team in managing real-time operational challenges, ensuring high save rates, controlled emergency (EM) spend, and a consistently strong customer experience. You will oversee day-to-day live operations, support and guide specialists during critical incidents, and drive performance improvements as we scale across high-volume and high-stakes partnerships.

Responsibilities

Team leadership & support

• Supervise and support Live Operations Specialists during shifts, ensuring fast and effective incident resolution
• Act as the main escalation point for complex or high-impact cases

Real-time incident oversight

• Monitor ongoing emergencies (DNS, delays, cancellations) and ensure proper handling
• Step in when needed to drive resolution of critical or time-sensitive cases

Driver reassignment strategy

• Oversee and guide reassignment decisions to maximize save rates
• Ensure optimal use of available supply during peak pressure

EM spend control

• Monitor EM-related costs in real time and ensure adherence to guidelines
• Approve or escalate high-cost interventions when necessary

Performance & quality management

• Track key KPIs (save rate, EM cost, response time, incident handling quality)
• Provide feedback and coaching to improve team performance

Removal prevention strategy

• Ensure proactive actions are taken to prevent last-minute removals
• Coordinate with teams (Driver Ops, Dispatch, CS) when needed

Customer & driver coordination (escalations)

• Handle sensitive or high-priority customer communications
• Support drivers during complex incidents and ensure alignment

Incident reporting & documentation

• Ensure proper documentation of all incidents
• Review cases and extract insights for continuous improvement

Pattern identification & process improvement

• Identify recurring operational issues and escalate for systemic fixes
• Propose and implement improvements in workflows and tools

Shift ownership & planning

• Own shift performance, including peak hours, weekends, and high-demand periods
• Ensure proper coverage and readiness for operational pressure

Requirements

• 2–4 years of previous experience in a supervisory or team lead role in operations, customer support, or live operations roles
• Strong decision-making skills under pressure
• Excellent communication skills in English
• Proven ability to manage incidents and prioritize effectively
• Analytical mindset with focus on KPIs and performance improvement
• Strong problem-solving skills with a proactive approach
• Ability to lead by example in high-pressure situations
• Strong ownership mindset with accountability for team performance

Benefits

• Vibrant and fresh work environment
• Flexible work-from-home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• +4 extra PTO days annually
• The unique opportunity to join “the next big thing” at ground level