Job Overview
The Support Team Lead is part of the local Support team in Czechia. The Support Team Lead is responsible for leading and developing our Support Associates in order to get them to perform at their best. We are looking for someone who is customer obsessed, who is passionate about people management, and who takes ownership beyond the obvious and can take that extra step to support our team members.
What you will be doing:
Lead your team of Support Associates and create an environment in which the team has ability to develop through encouragement and empowerment.
Monitor your team’s performance, identify areas for improvement, and provide feedback and coaching in order to ensure the team meet the set KPI’s.
Collect insights, feedback, and best practice and use these to design further development of our services.
Use your analytical skills in evaluating our data and suggesting solutions for current challenges.
Take part in the recruitment and the onboarding of new Support Associates.
Collaborate closely with your peers as well as colleagues from other departments to meet the needs of our customers.
You are customer obsessed and have experience in Customer Support or Customer Service. You are ready to lead by example in showing what great customer experience is.
You have strong leadership skills and ability to motivate your team to provide the best service possible.
You are a people person and you find joy in helping other people grow and achieve new milestones. At the same time, you are not afraid of providing constructive feedback, leading heavy conversations and making tough calls.
You are an excellent communicator and you are fluent in Czech/Slovak and English.
You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced environment.
You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing. You have at minimum intermediate skills in Excel, skills in Looker are an advantage.
You have a growth mindset, you are keen on learning and trying new things in order to keep on enhancing our ways of working. You deal well with changes and adapt quickly.
Multitasking is your strong suit and you are prepared to manage multiple tasks at the same time and prioritize them effectively when necessary.
Experience in leading a team is a plus, at least a high school diploma is a must.
On top of this for internal candidates:
You have been at Wolt Support for a minimum 1 year.
You have a thorough knowledge of the support team processes and you have a record of excellent performance and very positive feedback.
You are eligible to work in Prague, Czech republic.
What we can offer:
Flexible working hours, 40 hrs/w
Possibility of occasional work from home with Wolt-provided equipment
Multisport card partially sponsored by Wolt
Yearly benefit plus program budget for you to spend upon your preference
15% subsidized amount of your Wolt orders
Free snacks and drinks in the office and regular team building activities
Sick days
Next steps:
We will review applications continuously, so don't wait! Apply as soon as possible, we will contact you as soon as we get your resume. Finally, to get to know you better - attach your CV written in English and Czech/Slovak! Please keep your resume in PDF format - Apply exclusively through our Career website.
