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English and German speaking Support Shift Lead

Support

Berlin, Germany

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.

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!

Our humble expectations

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.

Next steps

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.

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Basic information

First Name *

Last Name *

Email *

Phone

Wolt Recruitment Privacy Statement *

Please review the Wolt Recruitment Privacy Statement and acknowledge.

I understand that my personal data will be processed in accordance with Wolt’s recruitment privacy statement.

Was interessiert dich an Wolt und der Rolle als Support Shift Lead?

Can you describe a time when you had to lead a team through a challenging situation while managing multiple responsibilities? How did you prioritize tasks and ensure success?

How do you motivate team members to meet their goals, maintain a positive work environment, and measure their success during a shift to improve performance?

How do you ensure clear and effective communication with both your team and upper management?

Kannst du ein Beispiel dafür geben, wie du dich in einer Führungsrolle an einem neuen Prozess oder einer neuen Richtlinie angepasst hast?

What do you value most in a workplace culture, and how would you contribute to it as a shift lead?

Why do you think you’re a good fit for this position and our organization?

You are the shift lead during a busy evening shift. A team member reports that a customer is escalating a complaint because they received incorrect information earlier in the day. The customer is demanding immediate resolution and threatening to leave negative reviews. At the same time, another team member is struggling to keep up with their workload, resulting in a backlog of unresolved tickets. How would you handle the situation to ensure the customer’s issue is resolved promptly while also supporting your team and managing the workload? How would you communicate with the customer and your team during this situation? After resolving the immediate issue, what steps would you take to prevent similar problems in the future?

Please tell us something about yourself that you think we should know (bragging allowed)

Additional information

Wolt - Self-Identification Survey

To ensure that our hiring practices are fair and inclusive, we’re asking the following voluntary questions of the people who apply to work at Wolt. If you don't feel comfortable answering any question, you can select “I don't want to answer.”

Your responses to these demographic questions are secure and optional. Any voluntary data you provide will not be shared with anyone connected to your recruitment or hiring process. There will be no negative consequences if you don’t want to participate, if you only answer some questions, or if you select “I don’t want to answer” for any question. Any option you choose will in no way affect your opportunity to work at Wolt.

By answering questions below, you give us your consent to process and handle your answers anonymously, and help Wolt understand the diversity of the people it attracts to apply. For additional clarity, our privacy policy below explains how we collect and process your data in accordance with applicable data protection laws.

What's your age? *

Which gender do you most closely identify with? *

Are you a national of the country where you are applying to work? *

Attachments

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