Support Team Lead

Purpose 

Our Support Team is the glue that holds together the Wolt marketplace and ensures that poor experiences are turned into good ones, so that we can deliver industry leading customer experiences. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As Support Team Lead you will manage a team of local Support Associates, develop the structures and processes required for the team to perform well, develop a culture where people thrive under pressure and inspire the highest-quality standard of service for our customers and partners. 

You will lead a team of 20-25 people, working closely with fellow team leads and cross-functional partners, and report directly to the Support Manager.

Core responsibilities

• People management: You will lead and develop a team of 20-25 people and ensure they are competent, motivated, engaged and satisfied in their roles. You will also make sure the team has fun and enjoys coming to work. You will be a contact point between the global and local organisation and will continuously identify and implement best practices to ensure the team is always performing to the highest standards. You will also support succession planning and proactively help individuals develop and grow into more senior roles. 
• Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will be providing performance feedback and making sure your team meets KPIs. 
• Leading by example and setting the standard: At Wolt, our Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar of the service we provide. You set targets for yourself and your team and walk the extra mile to beat new records as a company. 
• Leading operations: You’re an operative leader that creates structure and sets the direction for the team. You develop clear guidelines and rules so that the team can handle a high volume of interactions daily and under pressure. You ensure that the team has the training they need to work both independently and collaboratively and can make good decisions live. 
• Strategizing and collaborating: You will develop strategies to improve customer service experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems, you will collaborate closely with our other teams to meet the needs of our customers and partners. You will also work closely with the other team leads locally and globally to ensure we work seamlessly at scale.  
• Relating and communicating: You will identify the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
• Analysing and optimising: You will look for patterns in incoming requests, translating it to actions and improvements, and communicating it to external partners and internal stakeholders. 
• Getting stuff done: We operate in a live environment, and you will have to make decisions quickly and on the fly, and operate well under pressure. You will need to be able to dive into the details to solve problems in the moment, while also being able to pull back and focus on the bigger picture.  

Measurement of success 

KPIs evolve over time as we grow and develop as an organisation and as you grow in your role. 

• Team member KPIs - your primary role is to lead and develop your team, and you will shine through their performance
• Engagement scores 
• Team member feedback
• Adherence to all internal policies for you and your team
• Ensuring adherence to scheduled shifts and monitoring all related shrinkage
• Contribute to meeting QoS budgets (staff costs and net refunds) 
• Contribute to meeting all Support KPIs (e.g. CSAT, TTC, HT etc) 
• Project completion - much of the success of this role comes from continuously improving Support and our team’s performance, and we will often have have tasks and projects that will have their individual measures of success.

Key skills and qualities

• You have already led a customer-facing team and you're excited to join our award-winning Support team.
• You enjoy leading and growing a team, and do your best to make sure your team always understands the importance of their role and the purpose of providing the best possible service.
• You are able to think on your feet, and multi-tasking is your second nature.
• You have a large capacity for work and enjoy working under pressure. 
• You’re tech-savvy and enjoy learning and teaching others how to use our  Support tools.
• You are able to translate data into actions and make the rest of the core team understand how Support is progressing according to the KPI’s.
• You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You are an excellent communicator and fluidly and fluently communicate internally and externally and adjust your tone to your audience, in spoken and written Greek and English.
• You are customer obsessed and enjoy providing customers with an out of this world and memorable experience, every time. It’s more than just simply fixing problems.
• You are team oriented and enjoy working collaboratively with a diverse team. 
• Ability to work in a flexible manner, including occasionally evenings or weekends.