Support Team Lead

Company Description

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 32 countries today, 28 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, We’re About Getting Things Done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion
We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.

#LI-VR2
#LI-Onsite

Job Description

Are you an experienced customer support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! 

Role background

With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners, retail partners and courier partners all run smoothly. But it is not only about making things run smoothly - support is much bigger than that for us at Wolt. We really love to excite and delight our customers and see support as a key to a stellar customer journey and a way to our customers' hearts in the long run.

As our Support Team Lead, you will manage one of our Danish support teams of Support Associates and inspire a high-quality standard of service that we provide to our customers and partners throughout the country, primarily through chat. 🚀

What you'll be doing

• At Wolt, our support team knows that customer interactions serve a larger purpose than simply fixing problems. You’ll lead by example and raise the bar of the support we provide.
• You will manage a support team of approx. 20 associates and create an environment where everyone can grow through encouragement and empowerment. 
• You will be consistently providing feedback to your team members and will be making sure that your team meets KPIs. 
• You understand the needs of our customers and partners and can adapt your tone of voice to whoever reaches out to us (customers, courier partners, merchants).

What you get when joining Wolt

• Along with a competitive salary, you will also be eligible for our stock option plan
• Wolt credits cashback benefit
• Wolt-wide training programs
• Employee assistance program
• Insurance package
• Lunch at the office (benefit of 25 DKK per day)
• Lots of social events with your team and the rest of Wolt

Our humble expectations

• You have already led a customer-facing team and you're excited to join our fantastic team.
• You enjoy leading and growing a team, and you do your best to make sure your team always understands why they are here and why providing amazing support is essential. You have strong leadership skills and know-how to motivate your team to provide the best service possible.
• You are able to translate data into actions and make the rest of the core team understand how customer support is progressing according to the KPI’s.
• You are able to think on your feet, and multi-tasking is your second nature.
• You’re tech-savvy and enjoy learning and teaching others how to use our customer support tools.
• You have a can-do attitude, a winners mindset, and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You are fluent in Danish and English.
• Working hours are flexible and primarily Monday to Friday, but you will be working a few weekends per year to understand and support our weekend operation.
• This is an onsite job, so you’ll be working from our office located in central Copenhagen.

Additional Information

We will start reviewing applications on the 2nd week of January, so send through your application as soon as possible. Please submit your application in English and don’t forget to attach your resume with your previous work experience and language skills! 😊

We have a few steps in the hiring process for this position. First, we will take a look at your answers to our application questions, and your previous experience and skills based on your resume. If our requirements are met, we will invite you to a virtual interview where you will get the chance to gain a better understanding of Wolt and the Support Team Lead role in particular. During this meeting we'll dive into your skills and motivation, and in case of satisfaction on both sides, you will receive an assignment which you'll get to create and then present to our hiring team. 

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!