support team lead
Wolt Greece
Αθήνα
Αθήνα
Αορίστου
Κέντρο Εξυπηρέτησης / Call Center
Στο χώρο εργασίας
Πλήρης απασχόληση
Περιγραφή Θέσης
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.
Our humble expectations
- Proven leadership experience and background from customer experience, product management, customer insights, or similar field
- Experience and passion for working with analytics. You love exploring customer insights and patterns to take the customer experience and the way support is done to new heights.
- Passionate about customer experience and enjoy working and engaging with people.
- Data-driven and able to work with data and turn your findings into actions to help the rest of the core team understand how support is progressing according to the KPIs.
- Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done.
- You have the skills and know-how to motivate your team to provide the best service possible.
- You’re tech-savvy and enjoy learning and teaching others in how to use our support tools and make things smarter.
- The ability to think on your feet and multi-task.
- Fluent in Greek and English.
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!
Τομέας
Κέντρο Εξυπηρέτησης / Call Center
Χώρος Εργασίας
Στο χώρο εργασίας
Σύμβαση Χρόνου
Αορίστου
Τύπος εργασίας
Πλήρης απασχόληση
Περιγραφή Εταιρείας
We’ve got an idea And it’s a big one
Anything in your city. Delivered to you within minutes. That’s where we’re heading, and we’d love you to help us get there!
A shopping mall at your fingertips
Think of it this way. It’s as if we’re building a shopping mall that fits in your hand. We started with the food court on the top floor, and over time we added groceries and other stores and boutiques.
If you build it, they will come
To pull this off we need glorious products. And that's exactly what we're determined to build. Our tech brings together our customers, courier partners and merchant partners in real time – calculating hundreds of millions of routes every day.
Getting the essentials right
Our story began in Helsinki – the capital of Finland. Low population density, no strong takeaway or delivery culture and high labor costs made it a tough nut to crack. And let’s be honest, the weather didn’t help. But it gave us a chance to focus on the essentials, like building our tech and making our operations as smooth as possible.
Customer experience comes first
From app design to dynamic discovery, our goal is always to offer the best experience. We’re humbled and proud to say our apps have the industry’s highest rating on the App Store (4.8) and Google Play (4.6)*. *Global average as of November 2023
Customer support with heart and soul
We know there are lots of moving parts with real-time deliveries. If something goes wrong, our support team is there to answer in the local language in under 2 minutes. These are real people, ready and waiting to help.
The right way to scale
From day one we built our tech with scaling in mind. This allows us to operate efficiently in small countries with a population of only one million – or in cities with just 10,000 people living in our delivery area.
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