Support Team Lead

Company Description

Wolt is a technology company from Finland, known for its delivery platform. To our users in hundreds of cities in 28 countries around the world, we quickly and reliably deliver everything they need to their doorsteps. You can read more about us on our website!

Our commitment to diversity, equality and inclusion

We want to have all kinds of people on our team – people like you and me, and people different from you and me. In order to be able to work with different teammates – when it comes to gender, age, ethnicity, background, sexual orientation, political views, religion or any other personal characteristic – we consciously strive to offer equal opportunities to everyone to work with us. That's because we believe that diverse teams make the most thoughtful decisions and build things in the most inclusive way.

Job Description

Are you an experienced customer support professional with leadership experience and passion for delivering an 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!

Role background

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.

Even though we deliver 7 days a week, our new Support Lead will only be required to work Monday - Friday :)

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.

Qualifications

• You have excellent communication skills and enviable patience
• You are an empathetic person and know how to put yourself in "other people's shoes" even in practice.
• Persistence and kindness are your strengths in seeking the best solution for all parties involved
• You are an assertive person
• You have a good eye for details and excellent concentration
• You understand the importance of a good user experience
• You are not afraid of complex tasks that require a quick reaction and good organization
• You manage well in stressful situations and solving several different tasks at the same time
• Making quick decisions in challenging situations is your strong point
• Advanced knowledge of the German language in speech and writing
• English is your second language
• You have at least a high school diploma
• You are not afraid of new applications and systems and you adapt easily and quickly
• You are an analytical person who has the ability to translate data into activities and motivate the team in their implementation
• Advanced knowledge of Excel is a must
• Experience leading teams in sales or customer support is a plus

What we offer:

• Flexible working hours, 40 hrs/w
• Attractive salary starting at 41.300€ p.a. which is adjusted and increased depending on qualifications and professional experience (CBA group IV)
• Possibility of occasional work from home
• Commuter allowance (if applicable)
• A minimum of 25 days of annual leave and the possibility of additional paid days
• 100% covered sick leave for the first seven days (applicable for Full-Time employee)
• 15% subsidized amount of your Wolt orders
• Professional support and counseling program for employees and immediate family
• Education and workshops fo