Head of Support

Company Description

Wolt is a Finnish technology company and until recently, we’ve been best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals items from our restaurant & retail partners, and either pick them up or have them delivered by our courier partners.
However, food delivery was just the start. We don’t want to just satisfy our customers’ hunger, but to deliver a wide variety of products and expand our platform to some cool retail shops, supermarkets, flowers, toys and other exciting products, all referred to as Retail.

Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 30+ countries today, 27 of which are with the Wolt product and brand. 

We work in small teams with high ownership, with each team focusing on a key area of the Wolt product stack. Each and every one of our product team members has a say in where we are going and what solutions we implement. We work with a passion, but we haven't forgotten how to have fun along the way!

Job Description

Are you a good mix of being able to think strategically and working hands-on? Are you a solid team leader with experience in managing a high-performing team? If this sounds like you, we’d love to chat with you!
What you’ll be doing

• Manage, mentor & motivate: You will manage several teams within the support organisation. This includes acting as a sparring partner for the Customer Support Team Leads and helping them raise the bar in their teams.

• Problem-solving: You will be both proactive and reactive with incoming and foreseen problems that may occur in support. You will influence a solution-oriented mindset and ensure we are implementing best practices and ways of working. 

• Driving performance: You will be a driving force to ensure we are delivering the best support to our customers and partners. Your analytical mindset will dig into our support metrics to make the best kind of decisions and set the right expectations. 

• Strategize and execute: You will utilise our internal data tools to help you develop a sustainable strategy then execute on it. Your focus will be on constant improvements and maintaining a high level of satisfaction from our customers and partners. 

• Scale smart: We will grow team-size, and in order to cope with demand, we need to do things smarter day by day. 

• Grow your organisation and support teams: You design the organisational setup that preps us for success. Also, you have a strong eye for talent as you will be hiring the right people to grow your support team.
  

Qualifications

• You have solid people management experience and a proven track record of leading high-performing teams.
• Your background might be in customer strategy consulting or customer operations excellence, however your primary focus is on solving problems, no matter how big or small. 
• You have experience in project management.
• You enjoy leading and growing a team and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
• You have an analytical and curious mindset - you understand support metrics and you’re not afraid to question ‘why’ .
• You will have budget ownership and are therefore able to translate data into actions and explain how your team is progressing according to KPI’s and budget.
• You are able to think on your feet, and multi-tasking is your second nature.
• You enjoy learning and teaching others. Preferably, you are also tech savvy.
• You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You can formulate yourselves very well, both verbally as well as in written form in Uzbek, English and Russian

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! Along with a competitive salary and benefits, you will also be eligible for our stock option plan.