Support Team Lead

Wolt is seeking a Support Team Lead to join our Customer Support team in Romania. In this role, you will lead and inspire a team dedicated to delivering exceptional service to our customers, courier partners, and merchants. As part of one of Europe's fastest-growing tech companies, you'll have the opportunity to make a significant impact on our support operations.

Your primary responsibilities will include leading by example to champion a customer-obsessed mindset, coaching and developing a high-performing support team, and hiring and onboarding new team members. You'll monitor team performance to ensure service level agreements (SLAs) and customer satisfaction targets are met, analyze data to identify improvement opportunities, and collaborate with cross-functional teams to optimize processes. Additionally, you'll leverage AI tools and automation to enhance efficiency and foster a positive team culture.

The ideal candidate will have proven leadership experience in customer support or customer experience, strong analytical skills to translate data into actionable plans, and fluency in Romanian and English at a C1 level. Excellent communication and coaching abilities, a people-first mindset, and proficiency with technology are essential. You should be comfortable making decisions, managing performance, and thriving in a fast-paced, ever-changing environment.

Wolt offers a dynamic and international work environment with opportunities for career growth. Employees enjoy benefits such as Wolt credits, an Employee Assistance Programme (EAP), and a dog-friendly office. We also provide access to LinkedIn Learning for continuous professional development.

At Wolt, we are committed to growing and empowering a more inclusive community within our company, industry, and cities. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.