SSC Support Team Lead

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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

• 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.

🎯 Requirements

• 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).

🏖️ 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. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.