Support Team Lead

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt is not just a delivery app – we’re a technology company building a global logistics platform to seamlessly connect our millions of customers with thousands of merchant and courier partners, in real-time across 23 countries and 250+ cities. 

Working in Product Development at Wolt
At Wolt, we’re about getting things done. You’ll probably enjoy it here if you like taking ownership, developing yourself, and being around friendly, humble, and ambitious people. 

The behind-the-scenes of Wolt is run by an awesome bunch of over 400+ planners, builders, designers, and data crunchers. We call ourselves Product+, as we’re the very core of Wolt’s products, tools, and platforms. To build our products, we work in over 37 cross-functional, independent and autonomous teams. Teams are made up of a mix of talented individuals: engineers, designers, data scientists, analysts, and product leads. Each team takes ownership of solving customer problems in the best possible way.

Our Commitment to Diversity, Equity & Inclusion
We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together!

Job Description

• Leading by example and showing what customer-obsessed means: At Wolt, our Customer Support-team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt. 
• You will provide performance feedback, make sure your team is motivated and meets SLA's. 
• Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. 
• Responsible for your team’s KPIs and productivity 
• Manage the operational work of the team, e.g. shift scheduling 
• Collaborate with all other teams to improve the overall level of service. 
• As a member of the group leadership team, you will have to lead shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.
• Be an integral member of the group's management team, actively contributing to its success and decision-making processes.
  

Qualifications

• Leadership experience of any kind - maybe a team captain or that star who guides and onboards new members of the team. 
• Background from customer service role or customer facing in a high paced environment. 
• You are passionate about customer experience and enjoy working and engaging with people. 
• You are structured and data driven. You love exploring insights and turning your findings into actions. 
• Moreover you use data to help Support and other teams understand how support is progressing according to the KPIs. 
• You enjoy the idea of working in a fast-paced entrepreneurial environment where you get to roll up your sleeves and get things done. 
• You know how to motivate your team to provide the best service possible. 
• You have the ability to think on your feet and balance conflicting priorities, and you are able to act confidently despite high levels of ambiguity. 
• You are fluent in Uzbek, Russian and English and speak and write with clarity and purpose.
  

Additional Information

The position will be filled as soon as we find the right person, so feel free to apply as soon as you feel like hearing more about the position and potentially joining Wolt!

The compensation will be a negotiable combination of monthly pay and Wolt stock options. The latter makes it exceptionally easy to be excited about our company growing and doing well, as you'll own a piece of the pie.