Support Team Lead-(Italian Speaking)
Wolt is seeking an experienced Support Team Lead to join our fully remote Support team in Romania. As a key player in one of Europe's fastest-growing tech companies, you will lead a team dedicated to ensuring seamless interactions between customers, courier partners, and merchants. This role offers the opportunity to drive exceptional service delivery and contribute to Wolt's mission of bringing joy and simplicity to neighborhoods worldwide.
In this position, you will be responsible for leading by example, demonstrating a customer-obsessed mindset in every interaction. Your day-to-day tasks will include analyzing data to identify trends and improvement opportunities, translating insights into actionable strategies, and utilizing AI tools to enhance reporting and automation processes. Additionally, you will hire, mentor, and manage a team of support associates, fostering their growth through continuous feedback and motivation. Collaboration with cross-functional teams and local markets will be essential to ensure smooth operations and the adoption of new technologies.
The ideal candidate will have proven leadership experience in customer support or customer experience, particularly in phone and chat environments. Strong analytical skills are essential, with a passion for working with data and implementing insights. Fluency in Italian (C1 level), English (B2 level), and Romanian is required. We are looking for a true people person who excels at motivating and empowering others, is tech-savvy, and eager to learn and teach new tools and systems. A can-do attitude, positive energy, and the ability to thrive in a fast-paced, ever-changing environment are crucial. Comfort with decision-making and performance management to maintain service level agreements (SLAs), customer satisfaction (CSAT), and quality targets is also important.
Wolt offers a dynamic and challenging work environment where you will have the opportunity to learn, build, and ship more than in most other companies. We value self-starters with drive and entrepreneurial spirit, providing a platform for personal and professional growth. Join us in our journey to expand across the globe and make a meaningful impact in the tech industry.