Job Description

Are you an experienced support professional? Do you have the ability to lead a team and inspire a high-quality standard of service? If this sounds like you, then we’d love to chat!

Role Background

Wolt is a Finnish technology company and we’re best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals from our restaurant partners and either pick their order up or have it delivered by our courier partners. 

Wolt has been growing rapidly in Kazakhstan ever since we entered the market. As such, we need Shift Leads to lead our support team and take responsibility for customer, restaurant and courier partner support and monitoring during a support shift. Therefore, you’ll need to be comfortable with leading by example and raising the bar of the service we provide.

You will be working together with Team Leads & Head of Support to develop strategies to improve customer service experience- and satisfaction, while creating engaged customers, in Weekly Meetings. In addition, you will work to resolve escalations & Incidents on a daily basis.

What you'll be doing

• Supervising our amazing support team during shifts - you will ensure efficient operation and a good customer experience.
• Being the cheerleader of the team - motivating, engaging and ensuring our support associates are enthusiastic and engaged. 
• Sharing feedback either with your support associates during the shift or passing on necessary feedback to your Support Lead.
• Solving issues in which the team needs help and managing workload, efficiency, office duties, and keeping an eye on everyone's well-being.
• Being proactive - whether that’s before, during or after your shift. You’ll be forward-thinking! As a team, we do common things uncommonly well.

Qualifications

• An ambitious and motivated colleague who can influence an energetic and happy environment during shifts.
• Proactive team player and a true doer. 
• Experience working in Wolt support or other customer care team - your years of experience is secondary :)
• The ability to create quality assurance and training processes
• Predisposition to manage the workflow and increase the effectiveness of people in the team
• Fluent in Kazakh, Russian and English is a must

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!

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!