Support Shift Lead

Are you an experienced support professional? Do you desire to grow your leadership skills? Does leading and monitoring a group of colleagues on a busy shift and inspiring highest-quality service spark your inner fire? If this sounds like you, then we’d love to chat!

Role Background

Our Support Team has been growing rapidly to a team of more than 70 Support Associates and continues growing. As such, we need Shift Leads to lead our support team, take responsibility for customer, restaurant and courier partner support and monitor our operation as a whole during our support shifts between 7 AM and 2 AM. You will be working together with our Leadership team to develop strategies to improve our customer service experience and satisfaction, while ensuring engagement of our customers and employees. In addition, you will work to resolve escalations and situations the team needs help with on a daily basis. Furthermore, you’ll need to be comfortable with leading by example, helping others when they’re in doubt and raising the bar of the service we provide, day in and day out. Shift Leads can work from the Warsaw office (hybrid) or from home (remote).

What you’ll be doing

• Ensuring an efficient operation and good customer experience
• Overseeing break schedules
• Monitoring and managing the workload, efficiency, duties and the well-being of the team
• Keeping the team informed on latest updates and news
• Collecting and forwarding feedback
• Solving issues the team needs help with
• Escalating cases that need the attention of other departments or the Team Leads
• Acting always in Wolt’s best interest
• Most importantly being a part of the team! As a team, we do common things uncommonly well

• You are proactive, service-minded and enjoy working with people
• You’re able to give constructive feedback in an empathetic way
• You’re a proficient multitasker with an analytical mind
• You have a proven track record in previous/other support roles in terms of KPIs and/or feedback from colleagues
• An ability to understand our Support operations on a broad level and how all of the aspects of the operation are connected to each other
• You’re fluent in Polish and English
• Ability to work full time and in flexible schedules between 7 AM and 2 AM

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! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!

If you have any further questions about the position before submitting an application, you can turn to:

Joanna Bober, Talent Acquisition Partner, [email protected] 

Please note that we do not accept applications coming through email due to GDPR. Make sure to apply through our careers page!