Support Team Lead-Remote

The role

You will lead, coach and support a team of Support Associates who serve customers, couriers and merchants across multiple Wolt markets. You balance people leadership with operational delivery and team performance.

What you will do

• Lead, coach and motivate a team of Support Associates with regular 1:1s and continuous feedback
• Own your team's performance against quality, productivity and customer satisfaction targets
• Mentor associates through onboarding and support their growth and career development
• Own performance management
• Analyse data and drive concrete improvements
• Monitor staffing and shift coverage to keep service levels on track across markets
• Handle complex escalations and time-sensitive cases
• Identify recurring issues and process gaps and drive improvements with cross-functional stakeholders
• Ensure your team follows internal processes, company policies, playbooks, refund policies and escalation paths
• Keep your team informed about new processes, market changes and training materials

Required qualifications

• Previous experience leading or coaching a team, ideally in customer support or contact center
• Excellent communication skills and the ability to give clear, constructive feedback
• Strong people-first mindset, empathy and persistence
• Great attention to detail, strong organizational skills and ability to prioritize under pressure
• Comfortable making fast decisions and staying calm in stressful situations
• Data-aware and able to use performance metrics to coach and improve results
• Fluent in English (C1 or higher)
• At least a high school diploma
• Willing to work in shifts sometimes
• Comfortable with new apps and systems and adapts quickly to change
• Strong and reliable internet connection and a suitable remote working environment without distractions
• Available to fully participate in training and onboarding

Benefits

• Fully remote work
• 5-day work week
• At least 25 days of paid vacation, with possible additional paid days off
• Private health insurance
• 15% cashback on Wolt orders
• Access to the FitPass program
• 2-week structured onboarding program
• Structured mentoring from Support Managers
• Training sessions, workshops and learning opportunities
• Clear career development path as a Team Lead
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family

Before you apply

• All work must be performed from Serbia
• Candidates must be available for training and onboarding and occasional work travel
• Wolt will never ask you to pay money or share sensitive financial information during hiring

About the company

Wolt creates technology for delivery of food and, increasingly, almost everything, in over 500 cities in 30 countries. Wolt joined forces with DoorDash in 2022.