Support Team 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 a team player with great communication skills? Do you enjoy working in a dynamic environment? If your answer is yes - then read further!   We're currently looking for full-time Support Associates to join our team in Thessaloniki! In our Support team there is no typical day, and to be successful in Support Associate role you will need to be self-motivated, creative and have excellent interpersonal and relationship-building skills to be able to support our customers, restaurants and courier partners. Our operation is running seven days a week so this role also requires you to be able to work on weekends. Please note that this is an on-site position for candidates based in Thessaloniki. :)  If the points below sound exciting, we look forward to hearing from you! Customer Obsessed: At Wolt, our Support team knows that customer interactions serve a larger purpose than simply fixing problems; our mission is to provide customers with an out of this world and memorable experience, every time. Team Oriented: Work with a diverse team of fellow Support Associates and liaise with our other Operations and Product team members to communicate any problems, bugs or other issues that may arise.  Communication: Fluidly and fluently communicate with our courier partners, customers, and merchants and adjust your tone to your audience. Personal Touch: We’re not afraid to play up the playfulness in our interactions, so creativity is a must!  Attitude: Take ownership beyond the obvious. WHAT YOU'LL BE DOING * Handling our 24/7 customer, venue partner and courier partner support together with the team. * Communicating with customers via the chat or over the phone using a Wolt tone of voice and adapting to the customers tone. * Simply and clearly responding to questions and queries from our customers, venue partners and courier partners, finding solutions to exceed their expectations. * Developing our customer, venue partner and courier partner support together with the team. OUR HUMBLE EXPECTATIONS * It's a shift-based role, so you are able to work during mornings, nights and weekends (40 hours per week) - we are open 7 days a week. * You already have experience in a customer-facing role or logistics role and you're excited to join our award winning Support team. * You are a fast learner and attentive to both small details and the bigger picture. * Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously and effortlessly determine which take priority. * You're an expert when it comes to Thessaloniki's food scene, traffic patterns, and the different areas of your city. * You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment. * Fluency in Greek and ability to work in English is required. NEXT STEPS If you are excited about working in a high growth environment, taking ownership and being part of an extremely high performing team, we’d love to hear from you!  We will be reviewing applications on an on-going basis, so send through your application ASAP :)   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. WHAT YOU’LL BE DOING: You’ll lead and grow our high-performing Support team by hiring top talent, mentoring team members, and ensuring we exceed performance targets. By setting a high bar for service and leading through example, you’ll foster a team culture of excellence, engagement, and accountability. DAY-TO-DAY IN THIS ROLE YOU’LL: * Recruit, mentor, and manage a customer-facing support team. * Provide regular feedback and hold performance reviews to ensure KPI achievement. * Lead by example in customer interactions and set ambitious service targets. * Run team engagement initiatives such as feedback sessions and workshops. * Analyze data and translate insights into clear actions for improvement. * Collaborate cross-functionally to ensure consistent tone and service across stakeholders. OUR HUMBLE EXPECTATIONS: * Previous experience leading a customer-facing team. * Strong communication skills in both Hungarian and English. * Analytical mindset with the ability to turn data into actionable steps. * A passion for mentoring and helping others grow. * Ability to multitask and thrive in a fast-paced environment. * Hands-on, proactive, and solutions-oriented attitude. WHAT WE OFFER: * Wolt Credits * Employee Assistance Programme (EAP) * Cafeteria - SZÉP card - Wolt Magyarország Kft * Breakfast, fruits, and snacks in the office NEXT STEPS: If this sounds like the right opportunity for you, we can’t wait to get to know you. Apply now and join our journey! 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.