Support team Lead

The role

You will lead Wolt's customer support team in Serbia, managing up to 30 support associates. You will oversee daily operations, plan with the Support Manager and other leads, and report team and customer satisfaction data to senior management.

What you will do

• Manage up to 30 support associates and keep team engagement and performance high
• Hold regular feedback sessions, 1:1 meetings and team building activities
• Oversee daily operations so customer inquiries are handled promptly and efficiently
• Develop and maintain operational protocols
• Work with the Support Manager and other team leads on strategies to improve customer satisfaction and efficiency
• Help with hiring from screening to onboarding and provide ongoing training and development
• Monitor team performance and customer satisfaction with data analytics tools and report to senior management
• Be available to assist on shifts when urgent issues occur

Required qualifications

• Experience in team management within a customer support setting is highly valued
• Strong ability to motivate and lead a team toward excellence
• Understanding of the daily work of team members
• Excellent verbal and written communication skills
• Ability to interpret data and metrics for managerial decisions
• Ability to handle unexpected challenges swiftly and competently
• Flexibility in working hours when necessary
• A strong focus on customer experience and a record of improving customer satisfaction

Nice to have

• Prior experience working in customer support shifts
• Experience with customer support software and tools

Before you apply

• Wolt will never ask you to pay money or share sensitive financial information during hiring

About the company

Wolt creates delivery technology for food and (almost) everything, operating in over 500 cities in 30 countries. In 2022 it joined forces with DoorDash.