Support Team Lead
Core
Lead, coach, and support a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide.
Role type
Senior Support Team Lead
Builds
Customer support operations for customers, couriers, and merchants
Domain
Food and general delivery / Customer Support
Deliverable
dashboards & analysis
Required skills
Team leadership, performance management, data analysis, process improvement, stakeholder management, shift scheduling, escalation handling, coaching, policy enforcement
Preferred skills
Customer experience focus, adaptability, decision making under pressure
Responsibilities
Lead, coach, and motivate a team of Support Associates; Own team performance against quality, productivity, and customer satisfaction targets; Act as a mentor for onboarding and career development; Analyse data and drive concrete improvements; Monitor staffing and shift coverage; Handle complex escalations and operational issues; Identify recurring issues and process gaps; Ensure team compliance with internal processes and policies.
Seniority
Senior, hands-on IC with people leadership
