Role background:

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 - and the business is growing. Rapidly. 

Join our dynamic organization as our new CTQ Manager and play a crucial role in ensuring the highest quality support for our partners. As we strive for growth and excellence, it is vital that we invest in continuous training and development initiatives, hire the right individuals, and consistently raise the bar as a team. To further enhance our efforts, we are establishing a specialized team called CTQ, focused on content, training, and quality. And now we need a senior profile helping us build and manage the team. 

What you'll be doing:

• Support the specialists with the development and implementation of training programs that address the needs of employees at various levels within support.
• Identify skill gaps and quality issues, and, in cooperation with your Quality Lead,  develop strategies to enhance the knowledge and capabilities for our colleagues in Wolt Support Kazakhstan.
• Oversee the entire recruitment and onboarding process while providing guidance and support to the Hiring & Onboarding Leads, making sure they succeed in creating a smooth and efficient transition for new hires into the organization.
• Collaborate with stakeholders to resolve quality-related issues and drive corrective actions to prevent recurrence, making sure we always provide top class service to our partners.
• Set clear performance expectations, provide feedback, and support the professional development of your own team members, fostering a collaborative and high-performance culture, where we continue to raise the bar for the way we work, the service we provide, and the way we lead.
• In close collaboration with the Support Managers, you will help foster the growth and success of team leads by providing guidance, coaching, and support, ultimately helping them become effective leaders in delivering exceptional customer service.
• Alongside the rest of the Support Management team, you will participate in developing action plans, setting the strategy, and identifying key metrics to measure success and progress in delivering exceptional customer service.

Our humble expectations:

• Strong leadership skills with the ability to motivate and inspire teams to achieve high-quality results. As this is a senior position, proven experience in a managerial role, leading other leaders, is a must. 
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders across all levels and parts of the organization.
• You are ready to roll up your sleeves and get to work in a fast-paced startup environment. Building the CTQ-team is still a work in progress, and you are ready to pitch in, making sure the team gets off to a good start.
• Solid mentoring and coaching skills; You know how to provide guidance, ask thought-provoking questions and creating a room for reflection, setting goals, creating action plans and tracking progress.
• You are fluent in Kazakh, Russian and English.