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