English and German speaking Support Shift Lead
Support
Berlin, Germany, Germany
About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
Are you an experienced Support professional? Do you have the ability to lead associates on shift and inspire a high-quality standard of service? If this sounds like you, then we’d love to chat!
Our Support Team has been growing rapidly in Germany, and as such, we need Shift Leads to lead our support team, take responsibility for customer, restaurant and courier partner support and to monitor our operation as a whole during our support shifts. You will be working together with our Leadership team to develop strategies to improve our customer service experience and satisfaction, while ensuring engagement of our customers. In addition, you will work to resolve escalations and situations the team needs help with on a daily basis. Furthermore, you’ll need to be comfortable with leading by example, helping others when they're in doubt and raising the bar of the service we provide, day in and day out.
What you'll be doing
Lead and supervise our Support Team during shifts, ensuring smooth operations and delivering an exceptional customer experience.
Collaborate closely with your Shift Lead colleagues during your shifts.
Provide hands-on support by resolving issues and assisting the team with challenges they face.
Keep the team updated with the latest news and organize breaks to maintain a productive and balanced work environment.
Monitor performance through live observations and provide detailed feedback reports to Team Leads for continuous improvement.
Manage escalations, urgent cases, and collaborate with other teams to resolve support-related challenges effectively.
Oversee workload distribution and ensure the team's well-being is always a priority.
Take on operational tasks to support the overall success of the business.
Represent Wolt’s values in every action and decision, always acting in the best interest of the company.
Most importantly, be an integral part of our team, where we strive to do common things uncommonly well together!
- Experienced Leader: You have hands-on experience in contact center operations, preferably in a supervisory role and within the e-commerce industry.
Flexible Availability: You’re flexible and ready to work various shifts, including peak hours during lunch, dinner, and weekends (Friday to Sunday).
Performance-Focused: You have experience in exceeding expectations in support roles.
- Expertise: You excel in problem-solving or customer service.
Team Player & Energizer: Your positive energy and ambition inspire a collaborative, happy environment, where you actively support colleagues and contribute to shared goals.
Empowering Leader: You take pride in coaching, motivating, and supporting the team while ensuring KPIs remain strong—and continuously improving.
- People-Centric: You genuinely enjoy recognizing achievements, boosting morale, and fostering a supportive atmosphere for associates.
If you’re eager to thrive in a high-growth environment, take ownership, and join a highly ambitious team, we’d love to hear from you! Click below to apply, attach your CV, and let’s start the conversation. Applications will be reviewed, and selected candidates will be invited for an interview.
Don’t wait—apply today and take the first step toward an exciting opportunity!
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.