Support Team Lead

2 weeks ago

Stockholm, Sweden Wolt Full time
Job Description

Are you an experienced customer support professional with leadership experience and a 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

The Support Team is the glue that holds together the Wolt marketplace, delivering industry-leading customer satisfaction and ensuring that any poor experience is turned into a positive one. Our team ensures seamless operations among customers, merchant partners, and courier partners.

Currently, the team comprises 75 support associates, 4 team leads, 1 workforce management specialist, and a content-, training- and quality team.

As a Support Team Lead, you will manage a team of local support associates, developing the structures and processes required for the team to excel. You will cultivate a culture where team members thrive under pressure and are inspired to deliver the highest-quality service to our customers and partners.

In this role, you will lead a team of 15-20 people, collaborate with other team leads and cross-functional teams, and report directly to the Head of Support.

What you’ll be doing

People Management and KPI delivery

  • Lead and develop your team: Oversee a team of 15-20 members, guiding them to achieve individual KPIs and contributing to their overall success. 

  • Foster team engagement and high performance: Ensure that team members are competent, motivated, engaged, and satisfied with their roles, fostering a fun and enjoyable work environment.

  • Support career growth: Facilitate succession planning and proactively support individual team members in their professional development.

  • Provide training: Ensure the team receives the necessary training to work independently and collaboratively, making sound decisions in real-time.

Leading Operations, Strategizing and Collaborating

  • Operational leadership: Provide live leadership, creating structure and direction for the team.

  • Improve customer experience: Develop and implement strategies to enhance customer service and satisfaction.

  • Collaborate across teams: Work closely with other teams, both locally and globally, to ensure seamless operations and meet customer and partner needs.

  • Establish guidelines: Take part in developing clear guidelines and procedures to manage a high volume of daily interactions, ensuring efficiency under pressure.

Analysing and optimising 

  • Performance monitoring: Regularly monitor and evaluate individual performance, providing feedback and implementing improvement plans as needed.

  • Data analysis and reporting: Analyze team performance data, generate reports, and use insights to optimize team performance and support strategies.

  • Continuous improvement: Drive ongoing improvements in support operations and team performance, managing tasks and projects with defined success metrics.


Qualifications

What we look for

  • Experienced in leading a customer-facing team and eager to join our award-winning Support team.

  • Enjoy leading a growing team and make every effort to ensure the team has an understanding of the importance of their role, motivating them to provide the best possible service.

  • Quick thinker, natural multitasker, and thrives under pressure.

  • Tech-savvy, enjoys learning and teaching Support tools.

  • Translates data into actions, ensuring the team meets KPIs.

  • Has a can-do attitude, ready for a fast-paced startup environment.

  • Fluency in both Swedish and English. Excellent communicator in spoken and written Swedish and English, adaptable to different audiences.

  • Customer-obsessed, and committed to delivering memorable experiences.

  • Team-oriented, and enjoys collaborative work with a diverse team.

Note: in this role, you’re expected to provide your team with sufficient access to leadership and support when needed. Since the majority of the support team’s work takes place during evenings and weekends, some work outside normal business hours can be expected from time to time.

If this sounds like you, or someone you know, please don’t hesitate to reach out. We look forward to your application



Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then this is something for you

We will be reviewing applications on an ongoing basis, and fill the position once the right person has been found, so send through your application ASAP :)

If you have any further questions about the position, you can turn to: Samantha Schlappinger, Talent Acquisition Partner - samantha.schlappinger@external.wolt.com 

Please note that we do not accept applications sent by mail. You should submit your application through our careers website

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