Customer Support Group Manager

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. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities.

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 seconds, in the customer’s own language.

We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

Wolt is more than just a food and retail delivery operation – in fact we are built upon a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service, our own logistics platform allows us to optimize our couriers' work to get you the food you want as fast as possible, and our restaurant platform allows restaurants to offer exciting food experiences for our customers in an optimal way.
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!
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Job Description

The Customer Support Group Manager is responsible for the daily management and operation of a service center network, which includes five sites geographically dispersed, two of which are outsourced. This role requires overseeing and managing workforce availability, resources, and ensuring the efficient operation of the service centers, while meeting pre-set goals and key performance indicators (KPIs). The manager will lead improvement and optimization processes, maintaining a high level of service and ensuring an excellent customer experience.

Key Responsibilities:

• Overall management of availability across all service centers.
• Managing a team of shift supervisors.
• Supervising and overseeing the outsourced operations of the two external sites, ensuring adherence to defined standards.
• Analyzing availability and service data, creating regular reports, and using the information for continuous performance improvement.
• Ensuring the achievement of service and availability goals (SLA) according to predefined KPIs.
• Implementing and improving processes to meet optimal workforce availability goals in service centers.
• Collaborating with site managers (call centers) and other departments within the organization to improve processes and support decision-making.
• Working closely with the WFM (Workforce Management) team.
• Managing the annual budget of the Availability Center and optimizing resource use to meet business objectives.
• Initiating and leading projects for upgrading systems and operational processes.

Qualifications

• At least 4 years of experience as a call center manager (around 100 employees or more) or as an availability center manager, including managing outsourced environments.
• Strong data analysis skills and experience using KPI reports for performance management.
• Excellent interpersonal skills and the ability to work with multiple stakeholders both within and outside the organization.
• Experience in budget management and operations.
• Strong strategic vision and long-term planning abilities.
• Ability to make fast and efficient decisions in dynamic and changing environments.

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! 
We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!