Support Team Lead

🔥 19 hours ago

🇷🇸 Serbia – Remote

⏰ Full Time

🟠 Senior

✨ Team Lead

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Wolt

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

🍽️ Food & Beverage

📦 Logistics

✈️ Travel

💰 $530M Series E on 2021-01

Food & Beverage • Logistics • Travel

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

• Lead, coach, and motivate Support Associates through regular 1:1s and continuous feedback • Own team performance against quality, productivity, and customer satisfaction targets • Mentor associates during onboarding and support growth and career development • Own performance management • Analyze data and drive concrete improvements • Monitor staffing and shift coverage across markets • Handle complex escalations, operational issues, and time-sensitive cases • Identify recurring issues and process gaps and drive improvements with cross-functional stakeholders • Ensure adherence to internal processes, company policies, playbooks, refund policies, and escalation paths • Keep the team informed about processes, market changes, training materials, and internal updates • Contribute to a friendly, inclusive, high-performing team culture

🎯 Requirements

• Previous experience leading or coaching a team, ideally in customer support or a contact center • Excellent communication skills, patience, and ability to give clear, constructive feedback • People-first mindset, empathy, kindness, and persistence • Attention to detail and strong organizational skills • Ability to prioritize under pressure • Ability to make fast decisions and remain calm in stressful situations • Ability to use performance metrics to coach a team and improve results • Understanding of customer experience standards • Fluent in English (C1 or higher) • At least a high school diploma • Willingness to work shifts, including weekends and holidays as needed • Comfort with new apps and systems and ability to adapt quickly • Strong and reliable internet connection • Suitable remote working environment without distractions • Must perform all work from Serbia only • Availability to fully participate in training and onboarding and occasional work travel

🏖️ Benefits

• Fully remote work • 5-day work week • At least 25 days of paid vacation, with a possibility for additional paid days off • Private Health Insurance • 15% cashback on Wolt orders • Access to the FitPass program • 2-week structured onboarding program • Structured mentoring from Support Managers • Training sessions, workshops, and learning opportunities to enhance skills • Clear career development path • Wolt-wide training programs • Employee Assistance Program for employee and immediate family • Friendly, tolerant, and inclusive work environment • All necessary equipment: laptop, monitor, headset

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