も⁠し⁠か⁠し⁠て⁠あ⁠な⁠た⁠は未⁠来⁠の⁠.⁠.⁠.  Support Team Lead

サポート

Luxembourg, Luxembourg

Full-time

Are you an experienced customer support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! 

Role background

So… we have built this rocketship. We call it Wolt. 🚀 And we’re on a mission to make cities a better place to live with the help of technology. We started in 2014 in Finland, and with a customer-obsessed mindset, we have now reached 25+ countries. We are best known for our food delivery platform, yet we are on a journey to become an ‘’everything’’ app so you can get almost anything in your city delivered to your doorstep in less than an hour. We’ve grown significantly in the last few years, and we’re just getting started. 

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 Luxembourg support team and inspire a high-quality standard of service that we provide to our customers and partners in Luxembourg.

What you'll be doing

  • At Wolt, our Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You’ll lead by example and raise the bar of the support we provide.
  • You will manage the Support Team and create an environment where everyone can grow through encouragement and empowerment.
  • You will be consistently providing feedback to your team members and will be making sure that your Support Team meets KPIs. 
  • You understand the needs of our customers and partners and can adapt your tone of voice to whoever reaches out to us (customers, courier partners, merchants).
  • You will be working together with the General Manager and other team leads from different countries on varied projects that will help improve the support experience for our customers & partners.
  • 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 courier partners, customers and merchants. You will create shift schedules for the Support team and ensure that staffing is accurate for ticket and order volumes.
  • Training and Coaching: 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.
  • 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.

What you get when joining Wolt

  • 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.
  • 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. 
  • Along with a competitive salary, you will also be eligible for our stock option plan. 
  • Wolt credits cashback benefit - enjoy home deliveries with Wolt and receive in return a percentage of your total order value as Wolt credits to your own account.
  • Employee assistance program - offers practical information and counseling on a variety of topics not just to you, but also your nearest and dearest, such as a family member.
  • Wolt-wide training programs - our very own Wolt programs, role and country specific training and self-service learning resources.

応⁠募⁠資⁠格・条⁠件

  • You have already led a customer-facing team or you have experience in support operations. 
  • You enjoy leading and growing a team, and you do your best to make sure your team always understands why they are here and why providing amazing support is essential.
  • You can think on your feet, and multi-tasking is your second nature.
  • You’re tech-savvy and enjoy learning and teaching others how to use our Support tools.
  • You can translate data into actions and make the rest of the core team understand how Support is progressing according to the KPIs.
  • You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
  • You will be working on weekdays but once or twice a month you will be working on weekends to understand how the operation works during the weekends.
  • Your team of Support Associates work at the office, so it's required to work there to support your team. 
  • You are fluent in English and French.
  • You have the right to work in Luxembourg. 

次⁠のス⁠テ⁠ッ⁠プ

We will be reviewing applications on an on-going basis, so send through your application as soon as possible. The final deadline for the applications is 24.3. Please submit your application in English and don’t forget to attach your resume with your previous experience and language skills! 😊

We have a few steps in the hiring process for this position. First, we will take a look at your previous experience and skills based on your resume. If our requirements are met, we will invite you to a virtual interview in the next few days where you will get the chance to gain a better understanding of Wolt and the Support Team Lead role in particular. During this meeting we'll dive into your skills and motivation, and in case of satisfaction on both sides, you will receive an assignment which you'll get to create and then present to our Hiring Managers. 

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!

今⁠す⁠ぐ応⁠募⁠す⁠る

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