Reporting to the Support Managers, the Team Lead is responsible for managing a team of local Support Associates or Specialists and ensures that the operation between customers, partners, and Wolt runs smoothly while at the same time, the team performs according to the set goals and guidelines.
Responsibilities & Duties
- Providing performance feedback to your teammates and making sure your team meets defined KPIs.
- Constantly looking for patterns in incoming requests and translating them into actions and improvements.
- Helping develop strategies to improve customer service experience and satisfaction while creating engaged customers.
- Managing team talents in a way that the right attitude dominates and an environment is created where the team can develop through encouragement and empowerment.
- Leading by example, setting the standards and raising the bar for the services we provide. You set targets for yourself, for your team and you are willing to also walk the extra mile if the circumstances demand it.
Our humble expectations
- You are interested in leading (or have already led) a customer facing team and you are excited to join our Support Lead team!
- You enjoy leading and growing a team, and do your best to make sure your team always understands the importance of their role and the purpose of providing the best possible service.
- You’re tech-savvy and enjoy learning and teaching others how to shape the best customer support.
- You are able to translate data into actions and make the rest of the core team understand how Support is progressing according to the KPI’s.
- You have a can-do attitude, it motivates you to improve our customer proposition and you are ready to roll up your sleeves and get to work in a fast-paced environment.
- You are fluent in English, Finnish is a plus.
This is a full-time role, in which you will be mainly working from Monday to Friday, but every now and then you will be working during the weekends as well.
Next steps
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then get the conversation going!
We will review applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!
The application deadline is Sunday 17th of November at 23:59
Please note that we do not accept applications coming through email due to GDPR.
