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Support Team Lead

2 months ago

København, Denmark Wolt Full time

Are you an experienced customer support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat

Role background

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, retail partners and courier partners all run smoothly. But it is not only about making things run smoothly - support is much bigger than that for us at Wolt. We really love to excite and delight our customers and see support as a key to a stellar customer journey and a way to our customers' hearts in the long run.

As our Support Team Lead, you will manage one of our Danish support teams of Support Associates and inspire a high-quality standard of service that we provide to our customers and partners throughout the country, primarily through chat.

What you'll be doing

  • At Wolt, our 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 support we provide.
  • You will manage a support team of approx. 20 associates and create an environment where everyone can grow through encouragement and empowerment.
  • You will be consistently providing feedback to your team members and will be making sure that your team meets KPIs.
  • You understand the needs of our customers and partners and can adapt your tone of voice to whoever reaches out to us (customers, courier partners, merchants).

What you get when joining Wolt

  • Along with a competitive salary, you will also be eligible for our stock option plan
  • Wolt credits cashback benefit
  • Wolt-wide training programs
  • Employee assistance program
  • Insurance package
  • Lunch at the office (benefit of 25 DKK per day)
  • Lots of social events with your team and the rest of Wolt

Our humble expectations

  • You have already led a customer-facing team and you're excited to join our fantastic team.
  • You enjoy leading and growing a team, and you do your best to make sure your team always understands why they are here and why providing amazing support is essential. You have strong leadership skills and know-how to motivate your team to provide the best service possible.
  • You are able to translate data into actions and make the rest of the core team understand how customer support is progressing according to the KPI’s.
  • You are able to think on your feet, and multi-tasking is your second nature.
  • You’re tech-savvy and enjoy learning and teaching others how to use our customer support tools.
  • You have a can-do attitude, a winners mindset, and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
  • You are fluent in Danish and English.
  • Working hours are flexible and primarily Monday to Friday, but you will be working a few weekends per year to understand and support our weekend operation.
  • This is an onsite job, so you’ll be working from our office located in central Copenhagen.
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