Support Lead

Job Description

Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading supportwithin one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!

• Handling Customer, Restaurant and Courier Partner Support.
• Leading by example: For us at Wolt, customer interactions serve a larger purpose than simply fixing problems, this is why you will learn our Support from A to Z, and will continuously raise the bar of the service we provide. You will have the responsibility of managing the team together with yourSupport Lead colleague. Being able to act as a sparring partner helping your colleagues to grow is a key ability.
• Shift Scheduling: Participate in scheduling the shifts in the Support Team and searching for the best possible ways to do it.
• Recruiting: You will ensure that the Support Team delivers a first-class performance week in and week out despite being the fastest growing team within Wolt Georgia. So, you need to be able to spot the best talent ‘out there’.
• Training: You enjoy learning and teaching others. This includes onboarding processes and mentoring the whole team whenever it’s needed.

Qualifications

• You can formulate yourself very well, both verbally as well as in written form. That holds for Georgian and English.
• As an excellent communicator you have the ability to adapt your tone to your audience.
• You are customer obsessed and have experience in Customer Support or Customer Service.
• You have experience in leading a team.
• It is a shift-based role, so you are able to work during mornings, evenings and weekends (up to 40 hours per week) - we are open 7 days a week.
• You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
• Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritize.
• You are tech savvy and a quick learner.
• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills.
• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment.

Additional Information

If the above perfectly describes you and you like moving fast and thrive in a dynamic environment where you get to be proactive and figure out what to do (rather than wait to be told) –