Support Shift Lead
Support
Budapest, Hungary
Full-time
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.
Responsibilities
📊 Queue Management to Maintain Service Levels: Ensure optimal staffing allocation in response to fluctuations in inquiry volume in order to maintain service levels.
🧭 Live Assist: Provide real-time support to agents to help streamline ticket handling and improve efficiency.
🛠 Operational Decision-Making as On-Site Supervisor: Assess operational issues such as technical problems and determine the appropriate course of action. Coordinate with stakeholders as necessary and give clear directions to the support team to ensure prompt resolution of problems.
🎟 Handling of Complex Tickets: Take over and resolve complex tickets such as supervisor inquiries, Trust & Safety cases, and other high-level escalations.
📢 Information Monitoring and Team Communication: Stay up to date with the latest information via tools such as Slack, and communicate relevant updates to the broader support team and report to Team Leads as needed.
🚨 Escalation Handling: Respond to escalations from Support Associates (currently handled by Mentors) quickly and accurately.
Required Skills
🧑💼 Management Skills
- Understanding of and ability to manage service levels
- Ability to give quick and appropriate instructions based on dynamic situations
- Ability to provide clear and accurate reports during downtime or emergency situations
🗣 Communication Skills
- Maintain professional communication with BPO members
- Communicate effectively and constructively with internal stakeholders
🎯 Leadership Skills
- Deliver effective coaching via Live Assist and other tools
- Demonstrate responsibility and professionalism as an on-site leader
- Proactively voice issues and propose solutions in team meetings
🧠 Operational and Tool Knowledge
- Provide accurate and timely responses to escalations
- Strong understanding of tools used in support operations such as Converse and Intercom
🔄 Adaptability
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- Ability to flexibly respond to changes in daily situations and tasks
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.