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 a team and inspire a high-quality standard of service? If this sounds like you, then we’d love to chat!
Role Background
As a result of how quickly are Support Team has grown we’re now looking for a new Support Shift Lead to 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 other key Support stakeholders in Azerbaijan to develop strategies to improve customer service experience- and satisfaction, while creating engaged customers. In addition, you will work to resolve escalations other 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.
Our humble expectations
Soft skills
- You are an ambitious and motivated colleague who can create an energetic and happy environment during shifts
- You are a proactive team player and a true doer
- You have excellent communication and leadership skills
- You are organizational and have great time-management skills
- You are good at making decisions and have great communication skills
- You are able to give valuable and effective feedback on time
Technical skills
- You have at least 6 months of experience working in Wolt Support (Full-time)
- Part-time employees can also apply, but should be ready to transition to a full-time role if successfully selected for the position
- You are fluent in Azerbaijani and English (Russian is a strong advantage)
- You have analytical skills and can process daily data (previous experience working with Looker, Excel data is a plus)
- Having proven work experience as In-Charge is a plus
- Having at least 6 months of SiMo experience is a plus
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.