Description
About the Role
As a Support Team Lead at Wolt, you'll oversee local support operations, lead by example, and empower your team to deliver high-quality service. You'll drive performance, develop people, and continuously improve support for partners across the country.
Responsibilities
- Lead, motivate, and develop a high-performing support team through coaching, encouragement, and empowerment
- Create a customer-obsessed culture by leading by example
- Own your team's performance, including KPIs, productivity, and service quality
- Set clear performance goals and provide regular, constructive feedback
- Manage daily operational needs such as shift planning and scheduling
- Lead shifts when needed, supporting representatives and shift leaders to ensure smooth and effective operations
- Collaborate closely with other teams to continuously improve the overall support experience
- Communicate effectively with all customer groups (customers, courier partners, and merchants), adapting tone and approach as needed
- Actively contribute as a member of the group leadership team, supporting decision-making and team success
- Take ownership of support-related projects and approach them with creativity and a continuous improvement mindset
Requirements
- Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time
- Proven experience leading and managing a customer service or support team
- Experience setting performance goals and delivering regular performance feedback
- Ability to work full-time from the office, Monday–Friday between 10:00–18:30 o'clock
- Professional working proficiency in Albanian and English
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