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. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 250 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.

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Job Description

Job Overview

The Support Team Lead is part of the local Support team in Czechia. The Support Team Lead is responsible for leading and developing our Support Associates in order to get them to perform at their best. We are looking for someone who is customer obsessed, who is passionate about people management, and who takes ownership beyond the obvious and can take that extra step to support our team members.

What you will be doing:

• Lead your team of Support Associates and create an environment in which the team has ability to develop through encouragement and empowerment.

• Monitor your team’s performance, identify areas for improvement, and provide feedback and coaching in order to ensure the team meet the set KPI’s. 

• Collect insights, feedback, and best practice and use these to design further development of our services. 

• Use your analytical skills in evaluating our data and suggesting solutions for current challenges.

• Take part in the recruitment and the onboarding of new Support Associates.

• Collaborate closely with your peers as well as colleagues from other departments to meet the needs of our customers.

Qualifications

• You are customer obsessed and have experience in Customer Support or Customer Service. You are ready to lead by example in showing what great customer experience is.

• You have strong leadership skills and ability to motivate your team to provide the best service possible.

• You are a people person and you find joy in helping other people grow and achieve new milestones. At the same time, you are not afraid of providing constructive feedback, leading heavy conversations and making tough calls.

• You are an excellent communicator and you are fluent in Czech/Slovak and English.

• You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced environment.

• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing. You have at minimum intermediate skills in Excel, skills in Looker are an advantage.

• You have a growth mindset, you are keen on learning and trying new things in order to keep on enhancing our ways of working. You deal well with changes and adapt quickly.

• Multitasking is your strong suit and you are prepared to manage multiple tasks at the same time and prioritize them effectively when necessary.

• Experience in leading a team is a plus, at least a high school diploma is a must.

• On top of this for internal candidates:

  • You have been at Wolt Support for a minimum 1 year.

  • You have a thorough knowledge of the support team processes and you have a record of excellent performance and very positive feedback.

• You are eligible to work in Prague, Czech republic.

Additional Information

What we can offer:

• Flexible working hours, 40 hrs/w

• Possibility of occasional work from home with Wolt-provided equipment

• Multisport card partially sponsored by Wolt

• Yearly benefit plus program budget for you to spend upon your preference

• 15% subsidized amount of your Wolt orders

• Free snacks and drinks in the office and regular team building activities

• Sick days

Next steps:

We will review applications continuously, so don't wait! Apply as soon as possible, we will contact you as soon as we get your resume. Finally, to get to know you better - attach your CV written in English and Czech/Slovak! Please keep your resume in PDF format - Apply exclusively through our Career website.