Support Manager

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. Are you a  team player with great communication skills? Do you enjoy working in a dynamic environment? If your answer is yes - then read further! 🤩 We are looking for both full-time and part-time Support Associates to join our Support team in Almaty! 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 a fast learner, you have no problem with multitasking, and you are ready to work in a fast-paced environment. * You can work in shifts - 5 days a week with 2 flexible days off: day shifts from 11 AM to midnight or till 7 pm. Our support is available seven days a week. * You are able to work directly from the office * You are fluent in Kazakh and Russian and you are able to work in English WHAT YOU’LL GET BY JOINING US * Private medical insurance coverage * Wolt credits cashback benefit * Employee assistance program * Wolt-wide training programs * Strengthen paid sick leave * Paid taxi from from 10PM to 6AM * Yearly team budgets * Fruits and drinks at the office All our Support Associates work directly from our office, and we do not provide a possibility to work from home.   Our onboarding is scheduled for 13-22 o’clock for the first 2 weeks, and we require that you're able to attend the onboarding fully during that time. After the onboarding you can choose your own convenient work schedule. 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.

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. 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! 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 and other cities in Georgia. As our team is growing, we're looking for a Support Manager to join our Shared Service Center 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 our Support Manager you will lead our Shared Service Center  team and inspire the high-quality standard of service that we provide to our customers and partners. With their excellent management skills, our Support Managers ensure that our Support Leads are running the operations between customers, restaurant partners and courier partners smoothly.   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. * Together with the Content, Training and Quality team, develop the quality and content processes within the Support operations in line with the training operations * Collaborate closely with other teams to meet the needs of the customers and improve overall level of service. * Lead by example and show what customer-obsessed means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The Support Manager will lead by example and raise the bar for the way support is provided at Wolt. OUR HUMBLE EXPECTATIONS * You can formulate yourself very well, both verbally as well as in written form in English and Georgian. * You are customer obsessed and have experience in Customer Support or Customer Service. * You have 3-5 years of experience in leading a team, preferably leading a leadership team or other more senior 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 * Any trainings or experience in people or project management are an advantage * A degree in Business Administration is a strong plus! 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.