Support Team Lead - Russian language Team

Do you have experience leading teams in a support or customer facing role and a passion for delivering an exceptional service? Does leading a support team within one of Europe’s fastest growing companies sound like your next adventure? If so, then we’d love to chat!

Role background

Wolt is a Finnish technology company and we’re best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals from our restaurant partners, and either pick their order up or have it delivered by our courier partners. 

Wolt is currently looking for our new Customer Support Team Lead to join the Russian Language Support team in Latvia! 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.  As Support Team Lead you will manage a team of local support associates and inspire a high-quality standard of service that we provide to our customers and partners. If you have what it takes, we look forward to hearing from you!

What you'll be doing

• Customer Obsessed: At Wolt, our Customer Support team knows that customer interactions serve a larger purpose than simply fixing problems; You’ll lead by example and raise the bar of the service we provide.

• Mentor: Manage the Customer Support team and create an environment where the team can develop through encouragement and empowerment.

• Manager: Provide performance feedback and make sure the Support team meets SLAs. 

• Communication: Understand and set the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.

• Strategic thinking: Work together with our Head of Customer Support to develop strategies to improve customer service experience and satisfaction, while creating engaged customers.

• Data-centric: Get your spreadsheet skills ready, there will be plenty of number crunching to do here! 

• Recruiting: You quickly get Wolt under your skin and find the best talent with the right attitude to grow the Customer Support team.

• You have already led a customer-facing team and you’re excited to join our award-winning Support team.
• You enjoy supporting and growing a team, and do your best to make sure your team always understands the importance of their role and the purpose of providing the best possible service.
• You are able to think on your feet, and multi-tasking is your second nature.
• You’re quite analytical and enjoy learning and teaching others how to use our Support tools.
• You are able to translate data into actions and make the rest of the core team understand how Support is progressing according to the KPI’s.
• You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You are fluent in Russian, Latvian and English.

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! The salary range for this role is 2200 - 2500 EUR gross, monthly + equity plan.

We will be reviewing applications on an on-going basis, so 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!