Support Team Lead

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Since launching 7 years ago, Wolt has expanded from a restaurant food delivery platform in the Nordics to a leading player in the delivery of everything across EMEA. Wolt works together with tens of thousands of restaurant and retail partners, as well as with over a hundred thousand courier partners across 23 countries and 250+ cities. In November 2021 Wolt and DoorDash announced they are joining forces, and the transaction is expected to close in H1 2022. We continue to expand rapidly and are looking for more talented individuals to join us.
Wolt not only offers great apps to customers and partners, but is also developing a broad range of technologies and solutions. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of minutes, in the customer’s own language.
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.

Job Description

Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!
Role background
As our team is growing, we're looking for a Support Lead to join our team in Kazakhstan! In our Support team there is no typical day. To be successful in this role you will need to be independent, customer-oriented, and have excellent interpersonal and relationship-building skills to provide best support to our Customers, Restaurants and Courier Partners. We are looking for someone who takes ownership beyond the obvious and who can take that extra step to support the team. 
As a Team Lead you will be not only helping to provide the best customer support for Wolt in Kazakhstan, but also make sure that our Support team is working in the best possible way during their shifts! You will inspire a high quality standard of service that we provide to our customers and partners.
What you'll be doing

• Handling Customer, Restaurant and Courier Partner Support. 
• Leading by example: For us at Wolt, customer interactions serve a larger purpose than simply fixing problems, this is why you will learn our Support from A to Z, and will continuously raise the bar of the service we provide. You will have the responsibility of managing the team together with your Support Lead colleague. Being able to act as a sparring partner helping your colleagues to grow is a key ability. 
• Shift Scheduling: Participate in scheduling the shifts in the Support Team and searching for the best possible ways to do it. 
• Recruiting: You will ensure that the Support Team delivers a first-class performance week in and week out despite being the fastest growing team within Wolt Kazakhstan. So, you need to be able to spot the best talent ‘out there’.
• Training: You enjoy learning and teaching others. This includes onboarding processes and mentoring the whole team whenever it’s needed. 

Qualifications

• You can formulate yourself very well, both verbally as well as in written form. That holds for Kazakh, Russian and English. 
• As an excellent communicator you have the ability to adapt your tone to your audience. 
• You are customer obsessed and have experience in Customer Support or Customer Service. 
• You have experience in leading a team.
• You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance. 
• Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritize. 
• You are tech savvy and a quick learner. 
• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills. 
• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment.

Additional Information

If the above perfectly describes you and you like moving fast and thrive in a dynamic environment where you get to be proactive and figure out what to do (rather than wait to be told) – then apply today.