Support Associate (part-time/full-time)

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. At Wolt, we make cities better by connecting customers, merchants, and courier partners through our platform. We are looking for a Support Manager to lead Team Leads, drive performance, and help scale support operations with a strong focus on service quality and continuous improvement. WHAT YOU’LL BE DOING * Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners * Contribute to strategic initiatives and their execution in order to constantly improve the service proposition * Guide and coach the team in order to improve the associate’s performance, personal development and happiness * Implement new work procedures and features and encourage feedback around these * Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements. * Collaborate closely with other teams to meet the needs of the customers and improve overall level of service. DAY-TO-DAY IN THIS ROLE YOU’LL: * Lead, coach, and develop a team of Team Leads to ensure high performance and engagement. * Drive operational KPIs, including quality, productivity, customer satisfaction, and service levels. * Analyze performance data and identify opportunities for improvement. * Partner with cross-functional stakeholders to solve operational challenges and improve the customer experience. * Lead process improvement, automation, and AI adoption initiatives within Support. * Support workforce planning, performance management, and team growth. * Foster a culture of accountability, continuous learning, and operational excellence. OUR HUMBLE EXPECTATIONS * You can formulate yourself very well, both verbally as well as in written form in Kazakh, English and Russian. * You are customer obsessed and have experience in Customer Support or Customer Service. * You have 3-5 years of 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 prioritise. * 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. * You have strong presentational skills and proficiency in Office tools WHAT WE OFFER * A unique opportunity to lead and develop support leaders in one of Europe’s fastest-growing technology companies. * High ownership and visibility, with the ability to directly influence team performance and customer experience. * The chance to drive operational excellence, process improvements, and AI adoption at scale. * A collaborative, low-hierarchy culture where your ideas and initiatives can make a real impact. * Opportunities for professional growth, leadership development, and internal career progression. * Competitive compensation, benefits, and the flexibility of working in a fast-paced, international environment. NEXT STEPS 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! 💙 OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. With outstanding customer care, our Support teams are the glue that keeps the Wolt marketplace running smoothly. We ensure seamless interactions between customers, merchant partners, and courier partners every single day. As a Support Team Lead, you’ll take ownership of our local support operations, lead by example, and empower your team to deliver consistently high-quality service. You’ll play a key role in driving performance, developing people, and continuously improving how we support our partners across the country. WHAT YOU’LL BE DOING * Lead, motivate, and develop a high-performing support team through coaching, encouragement, and empowerment * Create a customer-obsessed culture by leading by example * Own your team’s performance, including KPIs, productivity, and service quality * Set clear performance goals and provide regular, constructive feedback * Manage daily operational needs such as shift planning and scheduling * Lead shifts when needed, supporting representatives and shift leaders to ensure smooth and effective operations * Collaborate closely with other teams to continuously improve the overall support experience * Communicate effectively with all customer groups (customers, courier partners, and merchants), adapting tone and approach as needed * Actively contribute as a member of the group leadership team, supporting decision-making and team success * Take ownership of support-related projects and approach them with creativity and a continuous improvement mindset OUR HUMBLE EXPECTATIONS * Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time * Proven experience leading and managing a customer service or support team * Experience setting performance goals and delivering regular performance feedback * Ability to work full-time from the office, Monday–Friday, 09:00–18:00 * Good working proficiency in Kazakh, Russian, and English * At least 1 year of experience at Wolt or experience as a Shift Lead NEXT STEPS If you’re excited about working in a fast-growing environment, taking ownership, and being part of an ambitious and supportive team, we’d love to hear from you. Applications are reviewed on an ongoing basis, so don’t wait — apply today and remember to attach your CV.   OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. ⭐ JOIN WOLT AS A SERBIAN-SPEAKING SUPPORT ASSOCIATE ⭐ We are looking for full-time Support Associates to join our Support team in Kragujevac!   💙 WHAT YOU'LL BE DOING: * Supporting our customers, courier partners and venues via live chat and phone  * Ensuring that the delivery operations run smoothly * Developing our support function together with the support team as well as other teams within Wolt 🤓 OUR HUMBLE EXPECTATIONS: * You have great communication skills with a personal touch, and a customer-obsessed and team-oriented mindset * You are comfortable working hybrid (coming to the office) several days per week * You can work in shifts in mornings, evenings and weekends - our support is open seven days a week * You are a fast learner, you have no problem with multitasking, and you are ready to work in a fast-paced environment * You are fluent in Serbian language and you have professional working proficiency in English 🎁 WHAT’S IN IT FOR YOU: * Private Health insurance - for all employees * 25+ days of vacation - per year * Wolt credits cashback benefit - enjoy home deliveries with Wolt and receive in return a percentage of your total order value as Wolt credits to your own account. * Employee assistance program 🚀 NEXT STEPS: 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 send through your application along with your CV as soon as possible! 💙 OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.