Role background:
With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly - and the business is growing. Rapidly.
Join our dynamic organization as our new CTQ Specialist and play a crucial role in ensuring the highest quality support for our partners. As we strive for growth and excellence, it is vital that we invest in continuous training and development initiatives, hire the right individuals, and consistently raise the bar as a team. To further enhance our efforts, we are establishing a specialized team called CTQ, focused on content, training, and quality.
What you'll be doing:
- Content:
- Make sure the team knowledge bases (Guru, Confluence, Wolt Academy) are up to date at all times and support team is aware of them
- Regularly review and update the chat response templates (macros) based on their accuracy, tone of voice and customer satisfaction
- Write or update knowledge articles and templates following each change in process
- Training:
- Collect and spread best practices to the team
- Continuously learn, improve and develop coaching skills
- Be available to answer questions from Support Team members (on the floor/in Slack calls)
- Create tutorials, keep existing training materials up to date
- Design, schedule, organize and lead onboarding of new SAs
- Design, schedule, organize and lead trainings and tests for SAs and SSs
- Quality:
- Spend 20% time doing active support in order to maintain excellent performance, identify areas for improvement from first hand experience, and have a better overview of the team needs
- Review and assess a number of tickets (random and/or with bad rating) resolved by individual SAs and SSs (E2A), provide feedback to them and their Team Lead
- Identify improvement areas and provide specific coaching to individual SAs and SSs enabling continual improvement and consistency: encourage and praise, give tips to improve
- Identify areas of improvement in current support processes and setup, as well as individual and team KPIs, forward insights and suggest solutions to CTQ Lead
Our humble expectations:
- Previous experience working in a Specialist or Shift Lead role within Support department (or in exceptional cases Support Associate with 1+ year experience in the role)
- If on Support Associate role you have exceptional performance and keep Wolt values
- You are fluent in Russian, Kazakh, English, both spoken and written
- As an excellent communicator, you have the ability to adapt your tone to your audience
- You are customer obsessed and have experience in Wolt Support
- You enjoy working with people
- Multitasking is your strong suit, you’re prepared to manage multiple tasks and projects simultaneously and effortlessly determine which to prioritize
- You are analytical and accurate, with attention to detail
- You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced environment
- You feel comfortable providing and receiving performance feedback, which you do in a empathetic, diplomatic and assertive way
- You are ready to work in shifts (up to 20% of the time) alongside your colleagues from the Wolt Support Team, when the situation requires
If you’re looking to broaden your horizons at Wolt, but are unsure about your eligibility, feel free to reach out to Natalia Mamchich Talent Acquisition Partner, email: [email protected]
