SSC Support Team Lead

About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

Are you an experienced customer support professional with leadership experience and passion for delivering 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

We are looking for an SSC Support Team Lead to join our Support team in Romania and work fully remotely

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.

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.

Our humble expectations

• Proven leadership experience and background from customer experience, customer insights, or similar field.
• Experience and passion for working with analytics. You love exploring customer insights and patterns to take the customer experience and the way support is done to new heights.
• Passionate about customer experience and enjoy working and engaging with people.
• Data-driven and able to work with data and turn your findings into actions to help the rest of the core team understand how support is progressing according to the KPIs.
• Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done.
• You have the skills and know-how to motivate your team to provide the best service possible.
• You're tech-savvy and enjoy learning and teaching others how to use our support tools and make things smarter.
• The ability to think on your feet and multi-task.
• You are fluent/native in Romanian language and you have a full proficiency in English (C1).

Next steps
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today and don`t forget to attach your CV

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.