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. 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 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. 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.