# Support Team Lead

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

**Apply**: https://job-boards.greenhouse.io/wolt/jobs/7547095?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_aae0def7-64a

## Description

At Wolt, a technology company for delivery services, you’ll lead the local support operations, empowering your team to deliver high-quality service.

## Responsibilities

- Lead, motivate, and develop a high-performing support team through coaching and empowerment

- Create a customer-obsessed culture by leading by example

- Own your team’s performance, including KPIs, productivity, and service quality

- Set clear performance goals and provide regular feedback

- Manage daily operational needs such as shift planning and scheduling

- Lead shifts when needed, supporting representatives and shift leaders

- Collaborate with other teams to improve the support experience

- Communicate effectively with customers, courier partners, and merchants

- Contribute to decision-making and team success as a group leadership team member

- Take ownership of support-related projects with a continuous improvement mindset

## Requirements

- Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time

- Proven experience leading and managing a customer service or support team

- Experience setting performance goals and delivering regular performance feedback

- Ability to work full-time from the office, Monday–Friday, 09:00–18:00

- Good working proficiency in Kazakh, Russian, and English

- At least 1 year of experience at Wolt or experience as a Shift Lead

## Skills

### Required
- customer service
- team management
- performance management
- communication
- Russian

### Nice to have
- Kazakh
- English

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/wolt/jobs/7547095?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)