With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly.
The role as Head of Support is part of the Finnish leadership team and reports to the Regional Head of Support North. Your key focus will be to own our local support experience and lead and inspire the team to ensure a high quality standard of service that we provide to our customers and partners. You understand that our Customer Service is a strong reflection of our brand and always keep in mind that high quality service creates loyal customers.
Wolt Finland currently employs +250 associates, +15 team leads and 3 Support Managers that will report to the Head of Support. Also, we have a team of colleagues in Tbilisi, Georgia, that contribute to the country's operations.
What you’ll be doing:
You will own customer support of Wolt Finland: the experience we offer and the costs associated with it. Your role is to optimize and balance.
Management of the local customer support team including performance management
Building, improving and managing processes, guidelines and ways of working
Resource planning; short-, mid- and long-term
Structuring and organizing the teams as we grow as a company
Mentoring, managing and motivating the Support Managers and Team Leads to make sure they always seek to raise the bar in their support-teams
Ensuring the right and relevant training and development for the whole local support team
Analyzing and bringing insights from the customer support data, and using it to develop strategies to improve customer service experience- and satisfaction
Working collaboratively with other teams to ensure customer feedback is channeled to the right teams
Working closely with our Regional Head of Support and your peers in other markets in order to scale the customer support operations
Our humble expectations
You have +4 years of experience in managing the leadership team of a bigger scale customer-facing support team
You have a background in consumer-tech, eCommerce or other relevant industries, this is considered an asset but it is not required
You have strong people management skills
You are analytically strong and you are used to making decisions based on data
You are capable of setting KPI’s for the support function, translating data into actions and ensuring the rest of the country leadership team understands how Customer Support is progressing according to the KPI’s
You have a can do-attitude and enjoy the idea of working in a fast-paced entrepreneurial environment
You are thrilled to take ownership of Wolt Finland’s business and organization as a whole as part of the leadership team
Proficiency in Finnish is a valuable asset
Next steps
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!
If you have any further questions about the position, you can turn to: Karolina Olesinska, Talent Acquisition Partner, karolina.olesinska@wolt.com.
Please note that we do not accept applications coming in via email.
