Role background
The Support Team is the glue that holds together the Wolt marketplace, delivering industry-leading customer satisfaction and ensuring that any poor experience is turned into a positive one. Our team ensures seamless operations among our users: customers, merchants, and courier partners.
Currently, the team comprises close to 100 support associates, 5 team leads, 1 workforce management specialist, and a content-, training- and quality team. The Support Manager will, together with our Head of Support, will work to develop strategies to improve customer experience and satisfaction while creating engaged and happy users.
What you’ll be doing
Team Leadership and KPI Performance
- Lead and Mentor Team Leads: Provide direction, support, and mentorship to Team Leads, aligning them with business goals and helping them manage their teams effectively. Hold one-on-ones to set clear targets for both leads and their teams.
- Performance & Skill Development: Ensure Team Leads manage KPIs, productivity, and service levels, holding them accountable for team performance. Invest in training and growth opportunities for both leads and agents to drive continuous improvement.
- Engagement & Retention: Foster a positive, collaborative environment with programs for well-being and recognition. Monitor turnover and work with leads to enhance retention and job satisfaction in the Support.
Operational Efficiency
- Process Improvement: Continuously refine workflows, encourage collaboration on solutions to bottlenecks, and ensure smooth operations.
- Resource Allocation & Risk Mitigation: Allocate resources based on demand, manage shift schedules, and mitigate risks in performance, team morale, and customer satisfaction.
- Reporting and Analytics: Analyze KPIs (e.g., ticket volumes, CSAT, Handling Time), providing insights to leadership and using data to drive improvements.
Customer Satisfaction and Escalation Management
- Customer Satisfaction (CSAT): Ensure high levels of customer satisfaction by monitoring our KPIs and addressing recurring issues.
- Escalation Handling: Manage escalations that require cross-functional collaboration or go beyond the Team Lead level.
- Customer Communication: Maintain clear, consistent communication strategies that reflect the brand’s values across all teams.
- You enjoy leading and growing a team, and you have a proven track record of leading leaders to high performance in a fast paced environment.
- You are passionate about customer service and you make sure your team always understands our purpose and are inspired to pull in the same direction.
- You are an operational leader with great instincts for balancing day to day operations with the long term thinking required to develop and grow a large team.
- You have the ability to think on your feet and balance conflicting priorities, and you are able to act confidently despite high levels of ambiguity.
- You’re tech-savvy and enjoy learning and teaching others how to use tools (such as Looker, G suite, etc.) and drive performance.
- You are able to translate data into actions and use data to help Support and other teams understand how Team Leads are progressing according to their KPI’s.
- You have a can-do attitude and you are ready to roll up your sleeves and get to work whenever needed.
- You are fluent in Swedish and English and speak and write with clarity and purpose
At Wolt, We’re About Getting Things Done.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you. If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply, make sure to add your CV and get the conversation going! We will be reviewing applications on an on-going basis. If this sounds like an opportunity you want to pursue, apply today! 💙
Please note that we do not accept applications coming through email due to GDPR. Make sure to apply through our careers page!
If you have any further questions about the position, you can turn to: Jelena Lacmanovic, Talent Acquisition Partner - [email protected]
