Support Team Lead
Wolt is seeking an experienced Support Team Lead to join our fully remote Support team in Serbia. As a rapidly growing technology company operating in over 500 cities across 30 countries, Wolt is dedicated to delivering exceptional customer service that ensures seamless interactions between customers, courier partners, and merchants. In this role, you will lead and inspire a high-performing support team to provide world-class assistance and create positive experiences for all users.
As a Support Team Lead, your primary responsibilities will include leading by example to demonstrate a customer-obsessed mindset, analyzing data to identify trends and improvement opportunities, and translating insights into actionable plans. You will be responsible for hiring, mentoring, and managing team members, fostering their growth through feedback and encouragement, and ensuring the team remains motivated and aligned with service goals. Collaboration with cross-functional teams and local markets will be essential to maintain smooth operations, and you will leverage AI tools and automation to enhance reporting and identify opportunities for process optimization.
The ideal candidate will have proven leadership experience in customer support or customer experience, strong analytical skills with the ability to work with data and implement insights, and fluency in both Serbian and English at a C1 level. A passion for motivating and empowering others, a tech-savvy nature with a willingness to learn and teach new tools and systems, and a proactive, solution-oriented attitude are essential. Comfort with making decisions and managing performance to meet service level agreements (SLAs) and customer satisfaction targets is also required.
Wolt offers a dynamic and fast-paced work environment where you will have the opportunity to take ownership and be part of an ambitious team. We are committed to growing and empowering a more inclusive community within our company, industry, and cities, and we believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.