Support Team Lead
Support Team Lead
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Job Description
With our excellent customer service the support teams are the glue that holds together the marketplace. We ensure that the operations between customers restaurant partners and courier partners all run smoothly. As part of our expansion we are soon launching in Bulgaria and we are so excited about it!
As our Support Lead you will manage our Bulgarian support teams and inspire a highquality standard of service that we provide to our customers and partners throughout the country primarily through chat.
What youll be doing
Leading by example and showing what customerobsessed means: At Wolt our Customer Supportteam 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.
You will provide performance feedback make sure your team is motivated and meets SLAs.
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.
Responsible for your teams KPIs and productivity
Manage the operational work of the team e.g. shift scheduling
Collaborate with all other teams to improve the overall level of service.
As a member of the group leadership team you will have to lead shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.
Be an integral member of the groups management team actively contributing to its success and decisionmaking processes.
Qualifications :
Leadership experience of any kind maybe a team captain or that star who guides and onboards new members of the team.
Background from customer service role or customer facing in a high paced environment.
You are passionate about customer experience and enjoy working and engaging with people.
You are structured and data driven. You love exploring insights and turning your findings into actions.
Moreover you use data to help Support and other teams understand how support is progressing according to the KPIs.
You enjoy the idea of working in a fastpaced entrepreneurial environment where you get to roll up your sleeves and get things done.
You know how to motivate your team to provide the best service possible.
You have the ability to think on your feet and balance conflicting priorities and you are able to act confidently despite high levels of ambiguity.
You are fluent in Bulgarian and English.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
