Operations Specialist, Sightseeing rides (Drivers)

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 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 an Operations Specialist, S-rides (Drivers) at Welcome Pickups, you will play an important role in ensuring the seamless operation and growth of our Sightseeing Rides (S-Rides) department. This dynamic position requires a proactive individual who can identify operational challenges, develop effective solutions, and implement them swiftly.

The role encompasses market research and pricing coordination, driver training, and daily performance monitoring to enhance customer experience and operational efficiency.

Responsibilities

Content Management

• Creates and updates pages, incorporating text, descriptions, images, and other pertinent details.
• Improves existing itineraries to enhance customer experience.
• Develop and maintain comprehensive FAQs for drivers, travellers, and partners.

Market Research & Pricing Analysis

• Conducts ongoing market research through direct engagement with fleet partner companies and drivers to keep pricing and itineraries competitive across active markets.
• Collaborates with the Content and Platforms teams to align pricing, itinerary, and market data consistently across all channels.
• Suggests pricing adjustments for existing S-Rides based on market input and competitive analysis, and coordinates adjustments to our CRM.

Driver Training & Management

• Develops and maintains training resources focused on enhancing upselling techniques, promoting excellence, and effectively managing challenging scenarios.
• Manages the driver onboarding process, overseeing lessons and FAQs.
• Builds and sustains a top-performing driver and fleet-partner community through regular calls and feedback sessions.

Daily performance monitoring

• Keeps a close watch on KPIs to ensure they are aligned with our targets.
• Ensures that all third-party platform bookings are correctly integrated into the CRM
• Coordinates with other departments to address issues related to pricing, vehicle types, tour itineraries, and any other operational matters.

• Bachelor’s degree in Operations, Business, Engineering, Analytics, Economics, or a related field (or equivalent hands-on experience in operations).
• Excellent written and verbal communication skills in English. Any other language skills will be considered a plus.
• 2-4 years in Customer Support, Support Operations (CX Ops), Operations, or a similar role
• Proven ability to work in fast-paced, data-driven environments.
• Comfortable working with data and KPIs relevant to S-Rides driver and fleet performance (e.g., driver health score, Driver Ratings (DRs), and other city/fleet-level metrics tracked in team dashboards). Strong Excel/Google Sheets skills; SQL is a plus.
• Understanding of workforce allocation strategies and cost-efficient operational adjustments.
• Self-motivated with the ability to work independently; strong sense of ownership
• A friendly and upbeat personality.
• Digital native: comfortable picking up new tools quickly - from everyday web/digital platforms to no-code automation (e.g. n8n) and AI-agent-based workflows. No deep technical background required; hands-on automation support is available from the team.

• 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