Support team Lead

Wolt’s Serbia Country Support Team seeks a proactive and dynamic Support Team Lead to manage our customer support team, ensuring exceptional service standards and team efficiency. This role is central to our operations, interfacing directly with support staff to foster a positive and productive work environment.

What you'll be doing

• Team Leadership: Manage up to 30 support associates, ensuring high team engagement and performance levels. Conduct regular feedback sessions, team building activities, and 1:1 meetings to mentor and support team members.
• Operational Management: Oversee daily operations, ensuring all customer inquiries are handled promptly and efficiently. Develop and maintain operational protocols to enhance team performance.
• Strategic Planning: Collaborate with the Support Manager and other team leads to devise and implement strategies aimed at improving customer satisfaction and operational efficiency.
• Recruitment and Training: Assist in the hiring process, from screening to onboarding new team members. Provide ongoing training and professional development opportunities to the team.
• Analytics and Reporting: Utilize data analytics tools to monitor team performance and customer satisfaction metrics. Regularly report these insights to senior management to inform business decisions.
• Emergency Support: Be available to assist on shifts if urgent issues occur, ensuring continuity and quality of service.

Our humble expectations

• Leadership Skills: Experience in team management within a customer support setting is highly valued. Strong ability to motivate and lead a team towards achieving excellence. Understanding the daily work of team members is crucial, and prior experience working in customer support shifts is welcomed.
• Communication Skills: Excellent verbal and written communication abilities; capable of explaining complex issues clearly and concisely. Must be able to adjust communication style to fit the audience and foster open communication within the team.
• Analytical Skills: Ability to interpret data and metrics to make informed managerial decisions. Experience with customer support software and tools preferred.
• Adaptability: Able to handle unexpected challenges swiftly and competently. Must be flexible in working hours when necessary to manage the team effectively.
• Customer-centric: A strong focus on customer experience and a proven track record of improving customer satisfaction.

Additional Information:

• This position is available to both, internal and external candidates.
• Occasional remote work is permitted in accordance with the current company office attendance policy; however, designated office days must be adhered to.
• Regular working hours, working outside of regular business hours only in emergencies.