Support Team Lead

Навыки

• Самостоятельность
• Общение с клиентами
• Лидерство
• Ответственность за результат
• SLA
• SOLID и паттерны
• Опросы и NPS

О компании и продукте

• 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.
• With outstanding customer care, our Support teams are the glue that keeps the Wolt marketplace running smoothly. We ensure seamless interactions between customers, merchant partners, and courier partners every single day.
• As a Support Team Lead, you’ll take ownership of our local support operations, lead by example, and empower your team to deliver consistently high-quality service. You’ll play a key role in driving performance, developing people, and continuously improving how we support our partners across the country.

Задачи

• Lead, motivate, and develop a high-performing support team through coaching, encouragement, and empowerment
• Create a customer-obsessed culture by leading by example
• Own your team’s performance, including KPIs, productivity, and service quality
• Set clear performance goals and provide regular, constructive feedback
• Manage daily operational needs such as shift planning and scheduling
• Lead shifts when needed, supporting representatives and shift leaders to ensure smooth and effective operations
• Collaborate closely with other teams to continuously improve the overall support experience
• Communicate effectively with all customer groups (customers, courier partners, and merchants), adapting tone and approach as needed
• Actively contribute as a member of the group leadership team, supporting decision-making and team success
• Take ownership of support-related projects and approach them with creativity and a continuous improvement mindset
• Our humble expectations
• Experience setting performance goals and delivering regular performance feedback
• Ability to work full-time from the office, Monday–Friday, 09:00–18:00
• Good working proficiency in Kazakh, Russian, and English
• At least 1 year of experience at Wolt or experience as a Shift Lead
• If you’re excited about working in a fast-growing environment, taking ownership, and being part of an ambitious and supportive team, we’d love to hear from you
• Applications are reviewed on an ongoing basis, so don’t wait — apply today and remember to attach your CV

Требования

• Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time
• Proven experience leading and managing a customer service or support team

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