Support Team Lead SSC

Навыки

• Самостоятельность
• Общение с клиентами
• Excel
• HR-процессы
• Лидерство
• Ответственность за результат
• REST API

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.
• Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!
• Wolt is a Finnish technology company and we're best known for our delivery platform. On our mobile apps or website, customers can order their favorite meals from our restaurant partners. We launched in Georgia in April 2018 and have since then started conquering the food delivery scene in Tbilisi, Batumi, Rustavi and Kutaisi

Задачи

• Handling Customer, Restaurant and Courier Partner Support
• Leading by example: For us at Wolt, customer interactions serve a larger purpose than simply fixing problems, this is why you will learn our Support from A to Z, and will continuously raise the bar of the service we provide
• You will have the responsibility of managing the team together with your Support Lead colleague
• Being able to act as a sparring partner helping your colleagues to grow is a key ability
• Shift Scheduling: Participate in scheduling the shifts in the Support Team and searching for the best possible ways to do it
• Recruiting: You will ensure that the Support Team delivers a first-class performance week in and week out despite being the fastest growing team within Wolt Georgia
• So, you need to be able to spot the best talent ‘out there’
• Training: You enjoy learning and teaching others. This includes onboarding processes and mentoring the whole team whenever it’s needed
• Our humble expectations
• You can formulate yourself very well, both verbally as well as in written form. That holds for Georgian and English
• You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance
• Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritize
• You are tech savvy and a quick learner
• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment
• If this sounds like you, don't hesitate to apply! Please attach your CV in English!

Требования

• As an excellent communicator you have the ability to adapt your tone to your audience
• You are customer obsessed and have experience in Customer Support or Customer Service
• You have experience in leading a team
• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills

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