Description
We are seeking a Support Team Lead to join our Customer Support team in Romania.
As a Support Team Lead at Wolt, you will guide and inspire your team to deliver world-class support and create experiences that leave a smile on every user’s face.
Responsibilities:
- Lead by example and champion a strong customer-obsessed mindset
- Inspire, coach, and develop a high-performing support team
- Hire, onboard, and mentor new team members
- Monitor team performance and ensure SLAs and CSAT targets are met
- Analyze data and performance trends to identify improvement opportunities
- Turn insights into clear, actionable plans
- Collaborate closely with cross-functional teams and local stakeholders
- Support operational improvements and process optimization
- Leverage AI tools and automation opportunities to improve efficiency
- Foster a positive, motivated, and accountable team culture
Requirements:
- Proven leadership experience in Customer Support or Customer Experience
- Strong analytical skills with the ability to translate data into action
- Fluent in Romanian and English (C1 level)
- Excellent communication and coaching skills
- A people-first mindset with the ability to motivate and empower others
- Tech-savvy and comfortable learning new tools and systems
- Comfortable making decisions and managing performance
- Thrives in a fast-paced, ever-changing environment
- Proactive, solution-oriented, and hands-on