Group Customer Service Manager

The role

Lead the Courier Support function at the Haifa site, managing Team Leads and owning service quality and operational performance. Coach and develop managers and teams, and drive data-driven improvements in courier experience.

What you will do

• Manage, coach, and develop Team Leads within Courier Support.
• Own team performance across quality, efficiency, and service metrics, including CSAT, HT, SLA, and productivity.
• Build work plans, identify performance gaps, and lead data-driven improvement initiatives.
• Implement management routines, performance controls, and feedback practices across managers and teams.
• Lead performance improvement processes and employee development.
• Oversee day-to-day operations, task prioritization, and resource allocation.
• Partner with Operations, Quality, Training, Workforce Management, and Global leadership.
• Lead projects and change initiatives within Courier Support.
• Foster a professional, engaged, and growth-oriented work environment.

Required qualifications

• Previous experience managing teams or managers in a service, operations, or fast-paced environment.
• Proven ability to lead performance, analyze data, and build effective work plans.
• Strong people-management skills, including coaching, giving feedback, developing managers, and leading challenging conversations.
• High level of ownership, independence, and ability to lead initiatives end to end.
• Strong prioritization and decision-making skills in a dynamic, fast-paced environment.
• Excellent interpersonal and stakeholder-management skills.
• Fluent Hebrew and English.

Nice to have

• Familiarity with Courier Support or Wolt systems.

About the company

Wolt is a technology company that delivers restaurant food, groceries and other local shop orders, and is part of DoorDash. The posting says it operates in 23 countries and 129 cities.