Support Team Lead

About WoltAt 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.Support Team Lead - Remote (Shared Service Center)We’re on the lookout for an experienced Team Lead to join our Shared Service Center and lead a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide. If you’re energized by developing people, driving performance, and creating a positive team culture in a fast-paced environment, we’d love to hear from you.What you’ll be doingAs a Team Lead in our Shared Service Center, your key responsibility is to lead, coach, and support a team of Support Associates so that our customers, couriers, and merchants get an excellent experience and the help they need within the expected timeframes. You’ll balance people leadership with operational delivery, acting as both a mentor and a driver of quality and performance.We’re looking for a leader who values a stable and pleasant work environment just as much as continuous learning, coaching, and raising the bar on customer service in a demanding, always-on setting.Day-to-day in this role, you’ll:Lead, coach, and motivate a team of Support Associates, holding regular 1:1s and giving continuous feedbackOwn your team’s performance against quality, productivity, and customer satisfaction targetsAct as a mentor throughout onboarding and beyond, supporting each associate’s growth and career developmentOwning performance managementAnalyse the data and drive concrete improvementsMonitor staffing and shift coverage to keep service levels on track across marketsHandle complex escalations, operational issues, and time-sensitive cases, stepping in when your team needs supportIdentify recurring issues and process gaps, and drive improvements together with cross-functional stakeholdersEnsure your team follows internal processes, company policies, playbooks, refund policies, and escalation pathsKeep your team informed and up to date on new processes, market changes, training materials, and internal updatesContribute to a friendly, inclusive, and high-performing team cultureYour profilePrevious experience leading or coaching a team, ideally in customer support, contact centerExcellent communication skills, plenty of patience, and the ability to give clear, constructive feedbackStrong people-first mindset, empathy, kindness, and persistence in finding the best solution for everyone involvedGreat attention to detail, strong organizational skills, and the ability to prioritize under pressureYou’re comfortable making fast decisions in challenging moments and staying calm in stressful situationsYou’re data-aware and can use performance metrics to coach your team and improve resultsYou understand the importance of a great customer experience and set the standard for your teamYou’re fluent in English (C1 or higher)You have at least a high school diplomaYou’re willing to work in shifts sometimesYou’re comfortable with new apps and systems, and adapt quickly to changeWhat’s in it for youFully remote work5-day work weekAt least 25 days of paid vacation, with a possibility for additional paid days offPrivate Health Insurance15% cashback on your Wolt ordersAccess to the FitPass program2-week structured onboarding programStructured mentoring from our Support ManagersTraining sessions, workshops, and learning opportunities to enhance your skillsA clear career development path, your growth as a Team Lead is our priority! With our support, you’ll have opportunities to grow and build your career within the companyWolt-wide training programsEmployee Assistance Program for you and your immediate familyA friendly, tolerant, and inclusive work environmentAll necessary equipment for your work (laptop, monitor, headset)Working hoursWolt Customer Support operates 7 days a week, 365 days a year, 24/7.You’ll need to be able to work in morning, afternoon or night shifts, including weekends and holidays, depending on business and organizational needs.Technical requirements:A strong and reliable internet connection and a suitable remote working environment without distractionsThis is a fully remote position, but all work must be performed from Serbia onlyCandidates must also be available to fully participate in the training and onboarding process, and occasional work travel We review applications continuously, so don’t wait! Apply as soon as possible, and we’ll get back to you shortly.Our Commitment to Diversity and InclusionWe’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 .