About usFounded 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 TeamWe 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.ResponsibilitiesTeam leadership & supportSupervise and support Live Operations Specialists during shifts, ensuring fast and effective incident resolutionAct as the main escalation point for complex or high-impact casesReal-time incident oversightMonitor ongoing emergencies (DNS, delays, cancellations) and ensure proper handlingStep in when needed to drive resolution of critical or time-sensitive casesDriver reassignment strategyOversee and guide reassignment decisions to maximize save ratesEnsure optimal use of available supply during peak pressureEM spend controlMonitor EM-related costs in real time and ensure adherence to guidelinesApprove or escalate high-cost interventions when necessaryPerformance & quality managementTrack key KPIs (save rate, EM cost, response time, incident handling quality)Provide feedback and coaching to improve team performanceRemoval prevention strategyEnsure proactive actions are taken to prevent last-minute removalsCoordinate with teams (Driver Ops, Dispatch, CS) when neededCustomer & driver coordination (escalations)Handle sensitive or high-priority customer communicationsSupport drivers during complex incidents and ensure alignmentIncident reporting & documentationEnsure proper documentation of all incidentsReview cases and extract insights for continuous improvementPattern identification & process improvementIdentify recurring operational issues and escalate for systemic fixesPropose and implement improvements in workflows and toolsShift ownership & planningOwn shift performance, including peak hours, weekends, and high-demand periodsEnsure proper coverage and readiness for operational pressureRequirements2–4 years of previous experience in a supervisory or team lead role in operations, customer support, or live operations rolesStrong decision-making skills under pressureExcellent communication skills in EnglishProven ability to manage incidents and prioritize effectivelyAnalytical mindset with focus on KPIs and performance improvementStrong problem-solving skills with a proactive approachAbility to lead by example in high-pressure situationsStrong ownership mindset with accountability for team performanceBenefitsVibrant and fresh work environmentFlexible work-from-home policyThe tools you need to perform your daily tasks successfullyL&D personal budgetPrivate Insurance Plan+4 extra PTO days annuallyThe unique opportunity to join “the next big thing” at ground level