Support Team Lead

Are you an experienced customer support professional with leadership experience and passion for delivering an exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!

Role background

With our excellent customer service, the support teams are the glue that holds the marketplace together. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Lead, you will manage our support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country.

Even though we deliver 7 days a week, our new Support Lead will only be required to work Monday - Friday :)

What you'll be doing

• 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.
• Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here!
• Strategizing: You will work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers.
• Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. 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.
• Getting stuff done: Hustle, hustle, hustle.