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 31 countries today, 27 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-MR1

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
Wolt is a Finnish technology company and we're best known for our delivery platform. On our mobile apps or website, customers can order their favorite meals from our restaurant partners. We launched in Georgia in April 2018 and have since then started conquering the food delivery scene in Tbilisi, Batumi, Rustavi and Kutaisi.
As our team is growing, we're looking for a Support Lead to join our team in Georgia! 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 Georgia, 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

• Lead a CS team and create an environment in which the team has the ability to grow through encouragement and empowerment
• Responsible for leading by example and showing what customer-obsessed means: At Wolt, our Customer Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt.
• Responsible for your team’s KPIs and productivity
• Shift Scheduling: Participate in scheduling the shifts in the Support Team and searching for the best possible ways to do it. 
• Provide performance feedback and shoot for excellence
• Collaborate with all other teams to improve the overall level of service.
• 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 Georgia. 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 Georgian 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 already today!