Support Manager (Shared Service Center)

Wolt is seeking a Support Manager to lead our Shared Service Center team in Tbilisi, Georgia. As a Finnish technology company renowned for our delivery platform, we have expanded to over 500 cities across 30 countries. In Georgia, we have established a strong presence in cities like Tbilisi, Batumi, Rustavi, and Kutaisi. This role is integral to maintaining and enhancing the high-quality service we provide to our customers, restaurant partners, and courier partners.

The Support Manager will collaborate closely with the Head of Support to oversee customer and partner satisfaction. Key responsibilities include guiding and coaching the support team to improve performance and personal development, implementing new work procedures, and analyzing customer and partner interactions to identify areas for improvement. Additionally, the role involves developing quality and content processes in coordination with the Content, Training, and Quality team, and working with other departments to enhance overall service levels.

Candidates should possess excellent verbal and written communication skills in English, a customer-centric mindset with experience in customer support or service, and 3-5 years of team leadership experience. The ability to manage multiple interactions simultaneously, translate data into actionable insights, and proficiency in Excel and Office tools are essential. A proactive attitude and readiness to work in a fast-paced startup environment are also important. Additional qualifications such as training or experience in people or project management, and a degree in Business Administration, are advantageous.

Wolt offers a dynamic and international work environment where employees can take ownership and develop their skills. and inclusion, fostering a culture where everyone has the opportunity to excel. Joining Wolt means being part of a team that is dedicated to making cities better places to live through technology and innovation.