Description
Wolt's Serbia Country Support Team seeks a proactive and dynamic Support Team Lead to manage our customer support team, ensuring exceptional service standards and team efficiency.
Responsibilities
- Team Leadership: Manage up to 30 support associates, ensuring high team engagement and performance levels. Conduct regular feedback sessions, team building activities, and 1:1 meetings to mentor and support team members.
- Operational Management: Oversee daily operations, ensuring all customer inquiries are handled promptly and efficiently. Develop and maintain operational protocols to enhance team performance.
- Strategic Planning: Collaborate with the Support Manager and other team leads to devise and implement strategies aimed at improving customer satisfaction and operational efficiency.
- Recruitment and Training: Assist in the hiring process, from screening to onboarding new team members. Provide ongoing training and professional development opportunities to the team.
- Analytics and Reporting: Utilize data analytics tools to monitor team performance and customer satisfaction metrics. Regularly report these insights to senior management to inform business decisions.
- Emergency Support: Be available to assist on shifts if urgent issues occur, ensuring continuity and quality of service.
Requirements
- Leadership Skills: Experience in team management within a customer support setting is highly valued. Strong ability to motivate and lead a team towards achieving excellence. Understanding the daily work of team members is crucial, and prior experience working in customer support shifts is welcomed.
- Communication Skills: Excellent verbal and written communication abilities; capable of explaining complex issues clearly and concisely. Must be able to adjust communication style to fit the audience and foster open communication within the team.
- Analytical Skills: Ability to interpret data and metrics to make informed managerial decisions. Experience with customer support software and tools preferred.
- Adaptability: Able to handle unexpected challenges swiftly and competently. Must be flexible in working hours when necessary to manage the team effectively.
- Customer-centric: A strong focus on customer experience and a proven track record of improving customer satisfaction.
Additional Information
- This position is available to both internal and external candidates.
- Occasional remote work is permitted in accordance with the current company office attendance policy; however, designated office days must be adhered to.
- Regular working hours, working outside of regular business hours only in emergencies.