- Location
- Tirana, Albania
- Department
- Country Support
- Seniority
- Lead
- Source
- Greenhouse
Description
About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
With outstanding customer care, our Support teams are the glue that keeps the Wolt marketplace running smoothly. We ensure seamless interactions between customers, merchant partners, and courier partners every single day.
As a Support Team Lead, you’ll take ownership of our local support operations, lead by example, and empower your team to deliver consistently high-quality service. You’ll play a key role in driving performance, developing people, and continuously improving how we support our partners across the country.
What you’ll be doing
- Lead, motivate, and develop a high-performing support team through coaching, encouragement, and empowerment
- Create a customer-obsessed culture by leading by example
- Own your team’s performance, including KPIs, productivity, and service quality
- Set clear performance goals and provide regular, constructive feedback
- Manage daily operational needs such as shift planning and scheduling
- Lead shifts when needed, supporting representatives and shift leaders to ensure smooth and effective operations
- Collaborate closely with other teams to continuously improve the overall support experience
- Communicate effectively with all customer groups (customers, courier partners, and merchants), adapting tone and approach as needed
- Actively contribute as a member of the group leadership team, supporting decision-making and team success
- Take ownership of support-related projects and approach them with creativity and a continuous improvement mindset
Our humble expectations
- Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time
- Proven experience leading and managing a customer service or support team
- Experience setting performance goals and delivering regular performance feedback
- Ability to work full-time from the office, Monday–Friday between 10:00–18:30 o’clock
- Professional working proficiency in Albanian and English
Next steps
What you can expect from our hiring process:
- 30 min conversation with the Talent Acquisition Partner
- 30 min conversation with the Hiring Manager
- Home assignment + 60 min assignment presentation interview with the hiring team
If this sounds like an exciting opportunity for you, please submit your resume in English as soon as possible!
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash .