Support Team Lead

The role

You will lead a local support team, own its performance and service quality, and coach and develop team members. You will also manage shift planning and lead shifts when needed.

What you will do

• Lead, motivate and develop a high-performing support team through coaching and empowerment
• Create a customer-obsessed culture by leading by example
• Own your team's performance, including KPIs, productivity and service quality
• Set clear performance goals and give regular, constructive feedback
• Manage daily operational needs such as shift planning and scheduling
• Lead shifts when needed, supporting representatives and shift leaders
• Collaborate with other teams to improve the overall support experience
• Communicate with customers, courier partners and merchants, adapting tone and approach
• Contribute as a member of the group leadership team
• Take ownership of support projects with a continuous improvement mindset

Required qualifications

• Strong background in customer service with a solid understanding of SAT/CSAT, SLA and ticket handling time
• Proven experience leading and managing a customer service or support team
• Experience setting performance goals and delivering regular performance feedback
• Ability to work full-time from the office, Monday to Friday, 09:00 to 18:00
• Good working proficiency in Kazakh, Russian and English
• At least 1 year of experience at Wolt or experience as a Shift Lead

Before you apply

• Applicants must attach a CV
• Hiring is done with no payments or sensitive financial information requested

About the company

Wolt is a delivery platform that started with restaurant food in 2014 and now operates in over 500 cities in 30 countries. It joined DoorDash in 2022.