Travel, Explore, Discover, Experience
Welcome redefines the way people travel by offering the most personalized and wholesome travel experience from the moment they start planning their trip until the moment they return home.
Welcome provides travelers with the warmest, most informative and friendliest transfer from and to the airport.
Welcome helps you make the most of your travels by providing transfer services, essential products, pre-ordered tickets to top attractions, tips and tailor-made experiences led by locals.

Welcome Pickups

Browse and apply for open jobs at Welcome Pickups.

operations

Travel, Explore, Discover, Experience

Welcome redefines the way people travel by offering the most personalized and wholesome travel experience from the moment they start planning their trip until the moment they return home. Welcome provides travelers with the warmest, most informative and friendliest transfer from and to the airport. 

Welcome helps you make the most of your travels by providing transfer services, essential products, pre-ordered tickets to top attractions, tips and tailor-made experiences led by locals.

• Real-time incident handling - Respond to live operational emergencies including driver no-shows, cancellations, delays
• Driver reassignment -Execute driver reassignments and alternative solutions to save transfers at risk
• EM spend management - Follow EM spend guidelines and escalate appropriately when interventions require significant cost
• Removal prevention - Work to prevent removals through proactive outreach and intervention
• Customer communication - Communicate with customers during emergencies to manage expectations
• Driver coordination - Coordinate with drivers during incidents, providing instructions and support
• Incident documentation - Document incidents thoroughly for post-incident review
• Pattern identification - Identify recurring issues and escalate for systemic resolution
• Shift coverage - Provide coverage during peak hours, weekends, and high-demand periods

Live Operations Specialist

Live Operations Specialist handling real-time operational emergencies at a travel tech startup. Supporting driver coordination, customer communication, and incident documentation in a dynamic environment.

• Find opportunities: Analyse operational data to identify inefficiencies and improvement opportunities across the business
• Design solutions: Document current processes, design improvements, and build business cases for change
• Drive delivery: Track improvement initiatives, coordinate with owners, and ensure things get done on time
• Build systems: Create dashboards, documentation, and playbooks that help the team operate more effectively
• Work cross-functionally: Partner with Destination Ops, Driver Supply, Support, and other teams on improvement projects
• Enable scale: Help automate manual processes and build the infrastructure for sustainable growth

Operational Excellence Specialist

Operational Excellence Analyst at Welcome, focusing on continuous improvement and process design in travel tech. Collaborating with teams to enhance operational efficiency and scale.

customer-support

• Own complex customer support escalations (refunds, complaints, itinerary changes, platform disputes), making judgment-based decisions on refunds, rebookings, and goodwill gestures to balance customer experience and business outcomes.
• Partner cross-functionally with S-Rides Ops, Support, and Finance/Legal to resolve cases efficiently, ensuring clear ownership and seamless handovers.
• Identify, tag, and analyze root causes and recurring escalation themes, translating insights into process, policy, or tooling improvements that reduce repeat issues.
• Design, maintain, and evolve SOPs and playbooks by request type, enabling the broader Support team to handle recurring cases consistently and with confidence.
• Create and maintain Intercom macros/templates and inbound routing guides (message type → tagging → inbox routing → resolution) to improve speed, quality, and decision consistency.
• Own and continuously improve escalation guardrails (refund, gesture, rebooking frameworks) to ensure fair, scalable, and consistent decision-making across edge cases.
• Owns Intercom inbox architecture (inboxes, tags, assignment rules, chat paths) to ensure correct routing, clear ownership, and inbox hygiene.
• Ensures platform messages are routed to the correct Intercom inbox and handled through the correct playbook, improving routing accuracy and reducing misassignments.
• Defines and maintains a tagging/taxonomy structure that enables reliable reporting, faster triage, and consistent case categorization.
• Identifies routing gaps and improves workflows to reduce manual handling and improve speed-to-resolution for platform-driven requests.
• Supports improvements in Intercom workflows, automation, and AI-assisted tooling to reduce handling time and increase consistency and resolution quality.
• Supports chatbot and self-serve flows on S-Rides pages (in collaboration with relevant stakeholders), ensuring correct routing, clear handover to agents, and well-defined escalation paths.
• Drives adoption of tooling changes through lightweight rollout notes, brief enablement sessions, and ongoing feedback loops.
• Supports end-to-end launch readiness for new cities, from city research and ideal s-ride selection using internal tools, to supplier outreach and coordination (drivers/companies).
• Creates and maintains city playbooks, including operational specifics, local considerations, and support handling notes for consistent execution.
• Ensures Support readiness before go-live by preparing routing rules, macros/templates, SOPs, and escalation logic for the new destination.
• Supports launch checklists and cross-team coordination to ensure each destination goes live with clear processes and scalable support coverage.
• Tracks and reports on key support KPIs (SLA/first response time, resolution time, backlog health, routing accuracy, CSAT) for both guest-facing and driver-facing cases.
• Identifies trends and recurring friction points, prioritizes improvements, and coordinates with relevant teams to implement fixes.
• Produces a weekly/monthly snapshot on top escalation drivers, operational risks, and recommended process/tooling improvements to align stakeholders and priorities

Customer Support & Operations Specialist

Customer Support & Operations Specialist responsible for escalations and city launch readiness with a travel tech startup. Enhancing guest and driver experiences at Welcome while supporting operations.

marketing

• Build, run, and optimise driver acquisition campaigns across: Meta, Google, Bing, LinkedIn, Job boards, Referrals, Partners, and more.
• Turn supply gaps and forecasting signals into actionable campaign bursts per destination.
• Design winning audience strategies using lookalikes, intent signals, and market demand for driver types.
• Ensure predictable lead volume and strong segment coverage across all markets.
• Own the qualification logic that validates drivers before recruitment.
• Build automated filters, scoring, and routing so only the right leads reach our driver recruitment team.
• Guarantee clean and prioritized lead handoff with well-tagged metadata and readiness flags.
• Localise campaigns.
• Prioritize markets based on feedback.
• Continuously test messaging, audiences, creatives, and landing flows to lift qualified-lead percentage.
• Manage, mentor, and enable a Campaigns Specialist who will support execution, audience set up, and asset testing.
• Own campaign frameworks, routing logic, CPL targets, and quality thresholds.
• Ensure execution flows fast without letting unqualified leads reach recruitment.
• Keep alignment tight with recruitment, operations, and analytics on supply gaps and campaign bursts.
• Track and optimise: CPL, qualification rate, conversion rate, funnel speed, and more.
• Build dashboards and recurring reports that show funnel coverage, lead quality, cost efficiency, and performance trends.
• Monitor and detect supply needs early with input from analysts and local operations.
• Work closely with Recruitment to sync on lead scoring, qualification criteria, and handoff SLAs.
• Collaborate with our operations team to fuel accelerated sourcing bursts when needed.
• Partner with marketing to design on brand messaging and pipeline strategy.

Marketing Manager – Driver Supply Acquisition

Marketing Manager focusing on driver supply acquisition for Welcome's unique travel services. Executing digital campaigns and ensuring effective lead qualification and recruitment.

business-development-rep

• Identify, prospect, and acquire new B2B clients in the assigned markets.
• Conduct outreach activities, including cold calls, email campaigns, and networking, to generate leads and establish partnerships.
• Lead negotiations with potential clients, ensuring deals are structured to meet client needs and align with Welcome Pickups’ objectives.
• Drive the end-to-end sales process, from initial outreach to contract finalization.
• Maintain a strong understanding of the hospitality industry in the assigned markets.
• Stay updated on market trends, competition, and client needs to inform sales strategies.
• Meet or exceed individual revenue targets and KPIs related to deal closing and client acquisition.
• Track progress using internal tools, ensuring accurate documentation of sales activities and results.
• Work closely with Lead Generation and Sales Development Representatives (SDRs) to ensure a seamless lead handover process.
• Collaborate with the Marketing team to leverage campaigns and materials tailored to the market.
• Coordinate with the Operations and Product teams to address client needs post-signature and ensure smooth onboarding.
• Keep an updated CRM (Hubspot) with Contacts and Company leads.
• Follow defined sales workflows and use internal tools effectively to track and manage the sales pipeline.
• Provide feedback on processes and suggest improvements for greater efficiency.
• Build strong relationships with potential clients, positioning Welcome Pickups as a trusted partner in their operations.
• Ensure a smooth handover to the Partner Success team for post-sale account management.
• Provide regular updates to the Team Leader on pipeline progress, deal status, and challenges encountered.
• Contribute insights about client preferences and market trends to inform team strategies.

Business Development Manager, French

Business Development Manager focusing on B2B client acquisition in the travel tech industry. Responsible for driving sales processes and increasing partnership networks.

• Lead a multi-destination team: Guide and develop Destination Managers responsible for local performance. Set clear goals, ensure accountability, and align regional results with company KPIs such as Growth Fulfillment Score (GFS), Great Rides %, and Cost Efficiency.
• Oversee regional performance: Monitor key metrics, identify trends and root causes of underperformance, and drive timely corrective actions to protect and improve fulfillment outcomes.
• Ensure operational governance: Maintain a disciplined cadence of reviews, decision logs, and follow-ups. Ensure SOPs, playbooks, and configuration standards are accurate, adopted, and consistently applied across destinations.
• Translate market intelligence into action: Structure and validate local insights (pricing, competitor pay, driver costs, regulations, community sentiment) to inform central pricing and capacity strategies.
• Foster community engagement: Strengthen relationships with drivers through ambassadors, targeted communication, and incentive programs that improve utilization and satisfaction.
• Champion cross-functional collaboration: Represent your region in central discussions, ensuring field realities influence strategy and new tools or features are effectively rolled out.
• Drive compliance and quality: Ensure destinations operate within local regulatory frameworks and uphold company quality standards. Proactively surface and escalate any legal or compliance risks.
• Promote continuous improvement: Identify and implement measurable improvements in process, performance, or community engagement every month.

Regional Operations Manager

Regional Destination Operations Manager responsible for managing operations across multiple destinations. Leading a team for successful travel services within a growing travel tech startup.

• Own the end-to-end launch plan for new destinations, relaunches, and new service lines.
• Ensure operational readiness across configurations, pricing, driver supply, and support flows.
• Partner with Driver Supply and Capacity Planning to secure sufficient driver pipelines before go-live.
• Validate the business case for each launch and align execution with commercial and unit economics goals.
• Work with Legal and Quality to meet compliance and licensing requirements ahead of launch.
• Coordinate cross-functionally with Pricing, Product, Support, and Destination Operations to ensure seamless go-live.
• Monitor launch KPIs in the first 90 days (time-to-stabilisation, fulfillment, Great Rides %, cost efficiency) and address risks quickly.
• Handover stable markets/services to operations teams with documentation and performance baselines.
• Build and evolve scalable playbooks to make launches faster, repeatable, and lower-risk.

Market Launch & Growth Operations Manager

Market Launch & Growth Operations Manager managing end-to-end operational launches for new travel destinations at Welcome, a travel tech startup based in Greece.

Travel, Explore, Discover, Experience Welcome redefines the way people travel by offering the most personalized and wholesome travel experience from the moment they start planning their trip until the moment they return home. Welcome provides travelers with the warmest, most informative and friendliest transfer from and to the airport. Welcome helps you make the most of your travels by providing transfer services, essential products, pre-ordered tickets to top attractions, tips and tailor-made experiences led by locals.

Welcome Pickups

About the company

Open jobs

7 jobs found

Live Operations Specialist

Welcome Pickups

Operational Excellence Specialist

Welcome Pickups

Customer Support & Operations Specialist

Welcome Pickups

Marketing Manager – Driver Supply Acquisition

Welcome Pickups

Business Development Manager, French

Welcome Pickups

Regional Operations Manager

Welcome Pickups

Market Launch & Growth Operations Manager

Welcome Pickups