Support Lead

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!  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 * Handling Customer, Restaurant and Courier Partner Support.  * Leading by example: For us at Wolt, customer interactions serve a larger purpose than simply fixing problems, this is why you will learn our Support from A to Z, and will continuously raise the bar of the service we provide. You will have the responsibility of managing the team together with your Support Lead colleague. Being able to act as a sparring partner helping your colleagues to grow is a key ability.  * Shift Scheduling: Participate in scheduling the shifts in the Support Team and searching for the best possible ways to do it.  * 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.  OUR HUMBLE EXPECTATIONS * 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. If this sounds like you, don't hesitate to apply! Please attach your CV in English!  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.

AB InBev

About us AB InBev is the leading global brewer and one of the world’s top 5 consumer product companies. With over 500 beer brands, we’re number one or two in many of the world’s top beer markets, including North America, Latin America, Europe, Asia, and Africa. About AB InBev Growth Group Created in 2022, the Growth Group unifies our business-to-business (B2B), direct-to-consumer (DTC), Sales & Distribution, and Marketing teams. By bringing together global tech and commercial functions, the Growth Group allows us to fully leverage data and drive digital transformation and organic growth for AB InBev around the world. In addition to supporting well known global beer brands like Corona, Budweiser and Michelob Ultra, the Growth Group is home to a robust suite of digital products including our B2B digital commerce platform BEES, on-demand delivery services Ze Delivery and TaDa Delivery, and table top beer keg PerfectDraft. We are an exceptional team, focused on understanding and supporting consumer and customer needs, harnessing new technology, and scaling growth opportunities. Role Overview: Leading day-to-day Support operations, ensuring adherence to SLAs and quality standards, driving continuous improvement, and serving as the primary liaison between Customer, Product, Engineering, and Operations teams. This role carries significant leadership responsibilities, with a strong focus on operational excellence, process management, incident management, stakeholder engagement, and clear, business-oriented communication.  This position is assigned to the second shift, working Monday through Friday, from 4:00 PM to 1:30 AM. Key Responsibilities Team Leadership & Coverage * Structure and coordinate Support team schedules, including shift planning, coverage balance, and on-call rotations. * Manage team roster and ensure service continuity across business hours and after-hours escalations. * Assist with hiring processes (interviews), access provisioning, and onboarding of new team members. * Facilitate daily operations (ceremonies/rituals, routines), remove blockers, and maintain alignment to goals and delivery standards. * Oversee shift handovers, ensuring clear context, status, risks, and next actions for operational continuity. Incident Management & Operational Bridges * Lead or support incident calls and operational bridges, coordinating stakeholders end-to-end. * Standardize processes for escalations, incident response, and problem management to minimize recurrence. Operational Excellence * Ensure all deliverables meet SLA and quality standards; monitor backlog, MTTA/MTTR, and ticket aging. * Review tickets for accuracy, completeness, customer clarity, and quality; coach the team on best practices and standards. * Define and maintain playbooks, SOPs, troubleshooting guides, and runbooks, ensuring versioning and compliance. * Lead and participate in the yearly OKR cycle, ensuring tracking, and delivery of operational OKRs, and partner with leadership on the strategic development and execution of support initiatives. AI Tools for Enhanced Support Efficiency * Utilize AI-powered solutions (such as chatbots, automated ticket triage, and knowledge base search) to streamline incident resolution and service request handling. * Apply AI-driven insights to proactively identify recurring issues, recommend solutions, and optimize support workflows. * Continuously update and maintain familiarity with emerging AI tools relevant to IT support, ensuring best practices are adopted. * Document the use and outcomes of AI tools in the ticketing system to support knowledge sharing and process improvement. * Mentor team members on effective AI tool usage, fostering a culture of innovation and continuous improvement. Process Optimization & Continuous Improvement * Identify efficiency opportunities across workflows, tooling, and handoffs; implement measurable improvements. * Build a self-managing culture of autonomy, critical thinking, and ownership of outcomes. * Lead initiatives to elevate operational delivery standards and customer experience. * Support continuous improvement of operational processes and documentation. Communication & Alignment * Serve as the main point of contact for stakeholders; handle escalations with structured updates. * Produce clear, structured, and business-oriented communications (status, decisions, impacts, next steps). * Prepare content for weekly review meetings (insights, risks, dependencies, improvement proposals). * Maintain alignment with Product, Customers, Engineering and Operations to ensure strategy, processes, and roadmaps are synchronized. * Provide concise updates to senior leadership, communicating trade-offs and timelines transparently. Reporting & Governance * Track and report KPIs; present performance results, trends, and action plans to leadership. * Maintain documentation repositories and audit readiness (process maps, SLAs, RACI, compliance artifacts). * Manage operational tools, databases, and ensure compliance with internal policies. Key KPIs (Examples) * SLA Attainment (response/resolution) * CSAT / NPS (support satisfaction) * Backlog & Aging * MTTA / MTTR (acknowledge/resolve times) * First Contact Resolution & Reopen Rate * Ticket QA Score * Change Success Rate & Incident Recurrence Required Qualifications * Fluent English; Advanced Spanish (written and spoken). * Proven experience in Support Operations, Service Delivery, or IT/Tech Support coordination. * Strong skills in ticket/incident management, change readiness, escalations, and SLA governance. * Demonstrated ability to plan coverage, manage shift schedules, and coordinate onboarding/access provisioning. * Data-driven decision-making; able to define goals, KPIs, and improvement strategies. * Excellent communication, stakeholder management, and cross-team alignment abilities. Preferred Qualifications * Experience with ITSM/ticketing platforms (e.g., ServiceNow, Jira Service Management, Zendesk). * Familiarity with documentation tooling (Confluence/SharePoint) and reporting (Excel/Sheets, BI). * Knowledge of incident/problem/change management practices and operational playbooks. * Experience coordinating multi-zone operations and presenting to senior leadership. * Exposure to product-operational handoffs and customer-facing support environments. * Familiarity with ITIL concepts; experience working with global teams. * Previous experience in shift-based or 24x7 environments. Core Competencies / Soft Skills * Ownership & Accountability * Attention to Detail * Critical & Systems Thinking * Prioritization & Risk Analysis * Continuous Improvement Mindset * Clear Written/Verbal Communication * Stakeholder & Expectation Management * Process Management * Calm Under Pressure * Adaptability in Fast-Changing Scenarios What We Offer: * Performance based bonus* * Attendance Bonus*  * Private pension plan * Meal Allowance * Casual office and dress code * Days off* * Health, dental, and life insurance * Medicines discounts * WellHub partnership * Childcare subsidies * Discounts on Ambev products* * Clube Ben partnership * Scholarship* * School materials assurance * Language and training platforms * Transport allowance *Rules applied Equal Opportunity & Affirmative Action: AB InBev Growth Group is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon of race, color, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other applicable legally protected characteristics. The following fields are optional, but anticipate the information for your registration*. Remember: your data will never be used as elimination criteria in selection processes. With them, AB InBev Growth Group is able to analyze diversity and reduce biases in selection processes. We want to contribute to changing this reality by being an inclusive company.  For more information: www.abinbev.com

Anima

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the science and the clinicians were fine. It was the system around them that failed: the way information moved, the way decisions got routed, and the way fragmented teams and fragmented data turned solvable problems into tragedy. Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result. We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people. Multiple trillion-dollar companies will be built in healthcare over the next two decades, and we intend to be one of them. We have a knights of the round table culture with a flat hierarchy, where we empower builders to have outsized impact on millions of lives, and where we collaboratively converge on the optimal action without dogma or ego. We're all here to serve a greater mission than ourselves. The closest analogy for our culture is probably Firefly (the TV series): a small crew on a ship at the frontier, each person exceptional in a specific way, deeply loyal to each other and the mission, resourceful under constraints, and having a genuinely good time doing something that matters. We're carefully curated, lean, and wholeheartedly in. If you want your skills to be at the highest possible stakes, you belong at Anima. Your work here will save lives. - Shun ROLE OVERVIEW Anima is hiring another Technical Support Lead to ensure every user interaction is fast, empathetic, and effective. We’re looking for a technical IC who takes genuine pride in building and delivering world-class support that drives customer satisfaction, retention, and growth. As the second dedicated hire in this function, you’ll own and define how world-class support operates at Anima, setting the blueprint for our long-term success. You’ll be a true player-coach: co-leading Anima’s support desk, resolving customer issues via chat, email, and video calls, while also designing automations and workflows, creating the documentation and SOPs, and building the playbooks that will help us scale a high-performing support organization. EXAMPLE TASKS YOU MAY OWN * Handle inbound support conversations via Intercom, from simple questions to complex troubleshooting. * Host short virtual calls with customers to resolve issues quickly. * Create high-quality Linear tickets with full reproduction steps, logs, and customer impact details. * Build and maintain an internal support knowledge base for faster issue resolution. * Contribute to and improve our Help Centre with clear, helpful articles. * Record short Loom videos to walk customers through solutions or product features. * Identify recurring customer pain points and work with product to address them. * Track and report key support metrics such as first response time, CSAT, and resolution time. * Regularly assess where support time is spent and propose automation opportunities with the growth team. * Implement automations to speed up ticket routing, triage, and follow-up. WHAT WE’RE LOOKING FOR * Customer-First Mindset * You love speaking with customers and solving their problems quickly, clearly, and empathetically. * You see every conversation as a chance to build trust and deepen relationships. * You adapt your tone and style to fit the customer’s needs and background. * Relentless Problem Solver * You enjoy diving deep into issues and finding solutions, even when they are messy or ambiguous. * You are comfortable working in Intercom for hours, chasing down answers, and following threads until they are resolved. * You proactively escalate product bugs or usability issues with clear, actionable context for engineering. * Product Expertise & Cross-Functional Working * You become a true product matter expert across all Anima product lines. * You create high-quality Linear tickets that contain all relevant details for the product team to reproduce and fix issues. * You work closely with product managers and engineers to ensure bugs and customer concerns are understood and prioritised. * You work closely with the revenue team to identify the best cross-selling/up-selling opportunities * Operational Precision and Strategic Thinking * You keep support processes organised, documented, and efficient. * You regularly assess which activities take the most time and identify opportunities for automation, working with the growth team to implement solutions. * You take pride in ensuring no ticket or customer query is ever left unresolved. * Clear, Concise Communication * Exceptional written communication skills that make complex topics simple and professional. * Comfortable switching between detailed internal notes for engineers and friendly, approachable messaging for customers. * Calm Under Pressure * You can manage multiple conversations and priorities without dropping the ball. * You stay composed and constructive, even when customers are frustrated or urgent issues arise. BONUS POINTS * Experience with Intercom or similar support platforms. * Experience supporting a complex product with a wide variety of stakeholders across different levels of technical competency. * Familiarity with healthcare, SaaS, or other complex Operating System (OS) style platforms. * Interest in process automation tools such as Zapier, Notion, or Retool. * Prior experience in Implementation or Teaching. * Prior experience in a startup or fast-moving environment. EXPERIENCE & ATTRIBUTES * 2+ years of professional experience in customer support, operations, or a similar role. This role is open to candidates of all experience levels, with potential to grow into leadership responsibilities such as leading a team and shaping technical direction. * Demonstrated success supporting a complex product for diverse stakeholders. * Track record of reliability and ownership. * Mission-aligned and passionate about improving healthcare and creating real-world impact. THIS ROLE IS NOT FOR * People looking for a temporary role before moving to another function. * Those who dislike repetitive problem-solving or spending extended time in support tools. * Anyone who avoids direct customer interaction. * People who need a perfectly predictable day-to-day workload. This role is remote, with a preference for candidates based in the UK timezone.