# Support Manager

**Company**: Wolt
**Location**: Almaty, Kazakhstan
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/wolt/jobs/7981867?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2be12076-8f1

## Description

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. We're looking for a Support Manager to lead Team Leads, drive performance, and help scale support operations with a strong focus on service quality and continuous improvement.

## Responsibilities

- Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners

- Contribute to strategic initiatives and their execution in order to constantly improve the service proposition

- Guide and coach the team in order to improve the associate’s performance, personal development and happiness

- Implement new work procedures and features and encourage feedback around these

- Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements

- Collaborate closely with other teams to meet the needs of the customers and improve overall level of service

## Day-to-day in this role

- Lead, coach, and develop a team of Team Leads to ensure high performance and engagement

- Drive operational KPIs, including quality, productivity, customer satisfaction, and service levels

- Analyze performance data and identify opportunities for improvement

- Partner with cross-functional stakeholders to solve operational challenges and improve the customer experience

- Lead process improvement, automation, and AI adoption initiatives within Support

- Support workforce planning, performance management, and team growth

- Foster a culture of accountability, continuous learning, and operational excellence

## Requirements

- You can formulate yourself very well, both verbally as well as in written form in English and Kazakh or Russian

- You are customer obsessed and have experience in Customer Support or Customer Service

- You have relevant experience in leading a team

- You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance

- Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritise

- You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills

- You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment

- You have strong presentational skills and proficiency in Office tools

## Benefits

- A unique opportunity to lead and develop support leaders in one of Europe’s fastest-growing technology companies

- High ownership and visibility, with the ability to directly influence team performance and customer experience

- The chance to drive operational excellence, process improvements, and AI adoption at scale

- A collaborative, low-hierarchy culture where your ideas and initiatives can make a real impact

- Opportunities for professional growth, leadership development, and internal career progression

- Competitive compensation, benefits, and the flexibility of working in a fast-paced, international environment

## Skills

### Required
- English
- Kazakh
- Russian
- Customer Support
- Leadership
- Excel

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/wolt/jobs/7981867?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)