Support Manager

About the Company

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.

Responsibilities

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center
• Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth
• Drive strategic initiatives and execute improvements that enhance the overall support experience
• Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements
• Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards
• Introduce and implement new ways of working while encouraging feedback and continuous improvement
• Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience
• Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence

Requirements

• Excellent verbal and written communication skills in English and Romanian
• 3–5 years of people leadership experience in Customer Support or operations
• Strong coaching and leadership skills
• Experience using data to identify trends and drive operational improvements
• Strong analytical skills and proficiency in Excel and Microsoft Office tools
• Excellent organizational and stakeholder management skills
• Proactive, hands-on mindset capable of thriving in a fast-paced environment

Preferred Qualifications

• Experience in project management
• Formal people management training