Support Manager

Are you a  team player with great communication skills? Вы человек, который любит общаться с клиентами как с друзьями? If you got all the questions and your answer is yes - then read further!
 
Role background

Wolt is a Finnish technology company and we’re best known for our food delivery platform. In 2017, Wolt operated in 4 countries and 10 cities across the Nordics. Fast forward to today, we’re a team of 8000+ people in 25 countries and over 500+ cities, servicing over 29M registered users and have 50+ Wolt Market stores across our Wolt markets. We launched in Almaty in summer 2019, and have since been conquering the food delivery scene step by step.

With their excellent management skills, our Customer Support Team Leads are the glue that holds together the marketplace. They ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Manager you will lead our Customer Support Team Leads in Kazakhstan and inspire the high-quality standard of service that we provide to our customers and partners throughout the country.

What you'll be doing

• Guide and train the Customer Support Team Leads in order to improve the Associates performance and personal development and happiness
• Implement new work procedures and features and allow feedback around these
• Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here! 
• Work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers.

• Demonstrated ability to lead and develop high-performing teams
• Proven experience in customer support or service management, including leadership roles (minimum 1 year)
• Excellent problem-solving and decision-making abilities
• You’re tech-savvy and enjoy learning and teaching others how to use our Customer Support tools.
• You are able to translate data into actions and make the rest of the core team understand how Team Leads are progressing according to the KPI’s.
• You are fluent in Kazakh, Russian and English.

Additional Information

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 and get the conversation going! Please make sure to submit your application in English. 

What We Offer:

🌍 Independent work in a dynamic, international team

💰DoorDash Equity

🩺 Medical Insurance and strengthened sick leaves

💙 Employee Assistance Program - therapy and wellbeing

% Discount on your Wolt orders

🧑‍🎓 Wolt-wide training programs

🎉 Team budgets

🍊 Fruits and drinks at the office

If this sounds like you, then click below to get the conversation going! :)