Description
About the Role
We are seeking an experienced Team Lead to join our Shared Service Center and lead a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide. As a Team Lead, you will be responsible for leading, coaching, and supporting a team to ensure customers, couriers, and merchants receive excellent service.
Responsibilities
As a Team Lead in our Shared Service Center, your key responsibility is to lead, coach, and support a team of Support Associates so that our customers, couriers, and merchants get an excellent experience and the help they need within the expected timeframes. You will balance people leadership with operational delivery, acting as both a mentor and a driver of quality and performance.
Day-to-day in this role, you will:
- Lead, coach, and motivate a team of Support Associates, holding regular 1:1s and giving continuous feedback
- Own your team's performance against quality, productivity, and customer satisfaction targets
- Act as a mentor throughout onboarding and beyond, supporting each associate's growth and career development
- Own performance management
- Analyse the data and drive concrete improvements
- Monitor staffing and shift coverage to keep service levels on track across markets
- Handle complex escalations, operational issues, and time-sensitive cases, stepping in when your team needs support
- Identify recurring issues and process gaps, and drive improvements together with cross-functional stakeholders
- Ensure your team follows internal processes, company policies, playbooks, refund policies, and escalation paths
- Keep your team informed and up to date on new processes, market changes, training materials, and internal updates
- Contribute to a friendly, inclusive, and high-performing team culture
Requirements
- Previous experience leading or coaching a team, ideally in customer support, contact center
- Excellent communication skills, plenty of patience, and the ability to give clear, constructive feedback
- Strong people-first mindset, empathy, kindness, and persistence in finding the best solution for everyone involved
- Great attention to detail, strong organizational skills, and the ability to prioritize under pressure
- You are comfortable making fast decisions in challenging moments and staying calm in stressful situations
- You are data-aware and can use performance metrics to coach your team and improve results
- You understand the importance of a great customer experience and set the standard for your team
- You are fluent in English (C1 or higher)
- You have at least a high school diploma
- You are willing to work in shifts sometimes
- You are comfortable with new apps and systems, and adapt quickly to change
Benefits
- Fully remote work
- 5-day work week
- At least 25 days of paid vacation, with a possibility for additional paid days off
- Private Health Insurance
- 15% cashback on your Wolt orders
- Access to the FitPass program
- 2-week structured onboarding program
- Structured mentoring from our Support Managers
- Training sessions, workshops, and learning opportunities to enhance your skills
- A clear career development path, your growth as a Team Lead is our priority!
- Wolt-wide training programs
- Employee Assistance Program for you and your immediate family
- A friendly, tolerant, and inclusive work environment
- All necessary equipment for your work (laptop, monitor, headset)