Support Manager

Job title:

Support Manager

Company:

Wolt

Job description

Company DescriptionWolt is a Finnish technology company and we’re best known for our delivery platform. On our mobile apps or website, customers can order their favorite meals from our restaurant partners – or other items from our grocery and retail partners – to either pick up their order or have it delivered by our courier partners.We’re currently active in 23 countries and more than 120 cities, servicing over 8 million customers. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.Wolt is more than just a food and retail delivery operation – in fact we are built upon a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service, our own logistics platform allows us to optimize our couriers’ work to get you the food you want as fast as possible, and our restaurant platform allows restaurants to offer exciting food experiences for our customers in an optimal way.We work in small teams with high ownership, with each team focusing on a key area of the Wolt product stack. Each and every one of our product team members has a say in where we are going and what solutions we implement. We work with a passion, but we haven’t forgotten how to have fun along the way!#LI-LB1Job DescriptionAre you an experienced Customer Support Leader with exceptional management skills? Does leading a team of world class Support Team Leads within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!Role backgroundAs a Support Manager at Wolt, you will lead a team of 5-6 Team Leads, each leading up to 25 associates, and drive the high-quality standard of service we provide to our customers and partners nationwide. With their excellent management skills, our Customer Support Team Leads ensure that our +300 Support Associates are running the operations between customers, restaurant partners, and courier partners smoothly – and you will be their guide, their coach, their cheerleader, and the one always helping them – and us – to raise the bar.

What you’ll be doing

• Guide and train the Support Team Leads in order to improve the Associates performance, personal development and well being.
• Implement new work procedures and features and collect feedback
• Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements – get your spreadsheet skills ready, there will be plenty of number crunching to do here!
• Work together with our other Support Managers and Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers.

Qualifications

• You enjoy leading and growing a team, and do your best to make sure your team always understands the purpose of why they should provide the best possible service.
• You’re tech-savvy and enjoy learning and teaching others how to use our Customer Support tools.
• You are able to translate data into actions and make the leads understand how they are progressing according to the KPI’s.
• 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 have strong leadership skills and know-how to motivate your team
• You are fluent in Danish and English.

Additional InformationIf 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!If you have any further questions about the position, you can contact:Lucia Bryce, Talent Acquisition Partner: lucia.bryce@wolt.com.Please note that we do not accept applications coming through email due to GDPR. Make sure to apply through our careers page!

Expected salary

Location

København

Job date

Wed, 07 Aug 2024 22:35:43 GMT

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