SSC Support Manager

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Wolt

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

👥 B2C

🛍️ eCommerce

🚗 Transport

💰 $530M Series E on 2021-01

B2C • eCommerce • Transport

Wolt is a technology company that specializes in delivering food and other goods to customers' homes. Operating across various countries, Wolt partners with local restaurants, stores, and couriers to provide an efficient and user-friendly delivery service. Their platform allows users to easily order and track their deliveries, while also offering opportunities for couriers and local merchants to expand their reach and increase their earnings. Additionally, Wolt provides various services like Wolt Drive, Wolt Market, and promotional tools such as Wolt+ and Wolt Ads. Wolt also emphasizes sustainability and community support in its operations.

📋 Description

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center. • Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth. • Drive strategic initiatives and execute improvements that enhance the overall support experience. • Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements. • Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards. • Introduce and implement new ways of working while encouraging feedback and continuous improvement. • Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience. • Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.

🎯 Requirements

• Excellent verbal and written communication skills in both English and Romanian. • 3–5 years of people leadership experience, ideally within Customer Support, Customer Service, or another operations environment. • A genuine passion for creating outstanding customer experiences and developing high-performing teams. • Strong coaching and leadership skills with the ability to motivate, develop, and inspire others. • Experience using data to identify trends, make informed decisions, and drive operational improvements. • Strong analytical skills and proficiency in Excel and Microsoft Office tools. • Excellent organizational skills, with the ability to prioritize effectively and manage multiple initiatives simultaneously. • Strong presentation and stakeholder management skills. • A proactive, hands-on mindset and the ability to thrive in a fast-paced, ever-changing environment. • Experience in project management or formal people management training is considered a plus.

🏖️ Benefits

• 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.