If you possess great leadership skills and is waiting for the opportunity to finally use these skills professionally, then we’d love to chat! Maybe leading support within one of Europe’s fastest-growing tech companies could be your next adventure!

Our support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners, retail partners and courier partners all run smoothly. But it is not only about making things run smoothly - support is much bigger than that for us at Wolt. We really love to excite and delight our customers and see support as a key to a stellar customer journey and a way to our customers' hearts in the long run.

As our Support Team Lead, you will manage our Swedish support team and work with three other Leads  to develop and inspire a high-quality standard of service that we provide to our customers and partners throughout Sweden.

What you'll be doing

• Mentoring and managing: You will lead a team of 15+ Support Associates. You will quickly get Wolt under your skin and identify the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will provide performance feedback and make sure your Support Associates meet their KPIs. 
• Operational management: You are an operational leader who sets the structure and direction. You develop clear guidelines so that the team can efficiently handle a high number of high-quality interactions with couriers, customers and restaurants. You ensure that the team has the training and information they need to deliver exceptional service, while also empowering them to be independent and confident in making good decisions on their own.
• Leading by example and setting the standard: At Wolt, our Customer Support knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar of the service we provide and the way we do support. You set targets for yourself and your team and walk the extra mile to beat new records as a company. 
• Data driven decision making: You will look for patterns and insights and translate it to actions and improvements. Conduct regular ad-hoc analysis of cost-management, efficiency, and quality to identify areas for improvement and optimization.
• Strategising and collaborating: You will develop strategies to improve customer experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems and customer journeys, you will collaborate closely with our other teams to meet the needs of our customers and partners. 
• Relating and communicating: You will identify the customer needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
• Building and improving: We’re always growing and evolving, and you will contribute to making sure everything behind the scenes is working effortlessly through things such as recruitment, process improvement and measurement.

• Leadership experience of any kind - maybe a team captain or that star who guides and onboards new members of the team.
• Background from customer service role or customer facing in a high paced environment. 
• You are passionate about customer experience and enjoy working and engaging with people.
• You are structured and data driven. You love exploring insights and turning your findings into actions. Moreover you use data to help Support and other teams understand how support is progressing according to the KPIs. 
• You enjoy the idea of working in a fast-paced entrepreneurial environment where you get to roll up your sleeves and get things done.
• You know how to motivate your team to provide the best service possible.
• You have the ability to think on your feet and balance conflicting priorities, and you are able to act confidently despite high levels of ambiguity.
• You are fluent in Swedish and English and speak and write with clarity and purpose.

What you get when joining Wolt
We value all of our employees and want to see them develop and thrive, therefore Wolt offers access to training and development programs in sales, customer relationship management, and leadership.

As you become more familiar with your role, opportunities to take on more senior roles within the organization will most likely either within the Support function or in other areas of the business, as our business grows. 

You will become part of a dynamic and entrepreneurial work environment. Wolt prides itself on being an innovative and fast-moving company, which means that employees may have the opportunity to work on a variety of challenging and exciting projects.

You also get the opportunity to build relationships with a wide range of stakeholders, including customers, partners, and colleagues.

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! Along with a competitive salary, you will also be eligible for our stock option plan. 

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

If you have any further questions about the position, you can send your enquiries to:

Alexander Kanto - Talent Acquisition Partner - alexander.kanto@wolt.com

Please note that we do not accept applications coming in via email. Please submit your application via our job portal.

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