Customer Support Group Manager

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities.

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.

We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

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-JH1

Job Description

• Working together with the team leads to make sure we provide great customer experience to all of our customers: Restaurant and Retail partners, end-users and our Courier Partners

• Guide and mentor the team leads in order to improve and reach their KPI's

• Share information and provide training on new work procedures and product features. 

• Improve the hiring process together with our Team Leads and HR team, with a particular focus on well-being, and creating a long-term career path.

• Work proactively to identify areas of improvement and identify relevant stakeholders to collaborate with while being able to execute strategically. 

Qualifications

• You have at least 5 year experience as a Team Lead in the world of customer service.

• You’re motivated by developing and building teams & people and CX programs.

• You have a proven experience in leading consumer-facing large scale support teams, through many changes in a similarly fast-paced environment. 

• You love numbers and you actively rely on data to make decisions, especially when it comes to scaling efficiently

• You enjoy mapping areas of improvement and opportunities while collaborating cross functionally and managing CX programs end to end. 

• On top of your people skills, you’re a master multitasker and you can always juggle multiple priorities simultaneously 

• You are a true foodie with a constant hunger to learn and do things better.

• You are fluent in Hebrew and English.

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!