Head of Courier Supply, Greece

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 support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! We are looking for an SSC Support Team Lead to join our Support team in Romania and work fully remotely! With our excellent customer service, the support teams are the glue that holds the marketplace together. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Lead, you will manage our support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country. WHAT YOU'LL BE DOING * 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. * Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here! * Strategizing: You will work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers. * Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will provide performance feedback, make sure your team is motivated and meets SLA's. * Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. * Getting stuff done: Hustle, hustle, hustle. OUR HUMBLE EXPECTATIONS * Proven leadership experience and background from customer experience, customer insights, or similar field. * Experience and passion for working with analytics. You love exploring customer insights and patterns to take the customer experience and the way support is done to new heights. * Passionate about customer experience and enjoy working and engaging with people. * Data-driven and able to work with data and turn your findings into actions to help the rest of the core team understand how support is progressing according to the KPIs. * Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done. * You have the skills and know-how to motivate your team to provide the best service possible. * You’re tech-savvy and enjoy learning and teaching others how to use our support tools and make things smarter. * The ability to think on your feet and multi-task. * You are fluent/native in Romanian language and you have a full proficiency in English (C1). 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 and don`t forget 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. 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. 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.