# Group Support Service Manager

**Company**: Wolt
**Location**: Haifa
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/wolt/jobs/8344596?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_25dfaeae-390

## Description

We are looking for a Group Support Service Manager to lead the Courier Support function at our Haifa site. This role will manage Team Leads and be responsible for service quality, operational performance, and the professional development of the teams within the domain.

Day-to-day in this role you’ll:

- Manage, coach, and develop Team Leads within Courier Support.

- Own team performance across quality, efficiency, and service metrics, including CSAT, HT, SLA, and productivity.

- Build work plans, identify performance gaps, and lead data-driven improvement initiatives.

- Implement management routines, performance controls, and feedback practices across managers and teams.

- Lead performance improvement processes and employee development, while addressing professional and behavioral gaps when needed.

- Oversee day-to-day operations, task prioritization, and resource allocation based on operational needs.

- Partner closely with internal stakeholders, including Operations, Quality, Training, Workforce Management, and Global leadership.

- Lead projects and change initiatives within Courier Support while maintaining high-quality service and performance.

- Foster a professional, engaged, and growth-oriented work environment for managers and agents.

Our humble expectations:

- Previous experience managing teams or managers in a service, operations, or fast-paced environment.

- Proven ability to lead performance, analyze data, and build effective work plans.

- Strong people-management skills, including coaching, giving feedback, developing managers, and leading challenging conversations.

- High level of ownership, independence, and ability to lead initiatives end to end.

- Strong prioritization and decision-making skills in a dynamic, fast-paced environment.

- Excellent interpersonal and stakeholder-management skills.

- Fluent Hebrew and English.

- Familiarity with Courier Support or Wolt systems is an advantage.

## Skills

### Required
- Hebrew
- English
- people management
- data analysis
- performance management

### Nice to have
- Courier Support
- Wolt systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/wolt/jobs/8344596?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)