About Role background

Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!

About the Team

As our team is growing, we're looking for a Support Team Lead to join our team in Azerbaijan! Our Support Team is the glue that holds together the Wolt marketplace and ensures that poor experiences are turned into good ones, so that we can deliver industry leading customer experiences. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As Support Team Lead you will manage a team of local Support Associates, develop the structures and processes required for the team to perform well, develop a culture where people thrive under pressure and inspire the highest-quality standard of service for our customers and partners. 

You will lead a team of 20-25 people, working closely with fellow team leads and cross-functional partners, and report directly to the Support Manager or Support Head

What you’ll be doing

• Providing performance feedback to your teammates and making sure your team meets defined KPIs.
• Constantly looking for patterns in incoming requests and translating them into actions and improvements. 
• Helping develop strategies to improve customer service experience and satisfaction while creating engaged customers. 
• Managing team talents in a way that the right attitude dominates and an environment is created where the team can develop through encouragement and empowerment. 
• Leading by example, setting the standards and raising the bar for the services we provide. You set targets for yourself, for your team and you are willing to also walk the extra mile if the circumstances demand it.

Our humble expectations

• You are interested in leading (or have already led) a customer facing team and you are excited to join our Support Lead team!
• You enjoy leading and growing a team, and do your best to make sure your team always understands the importance of their role and the purpose of providing the best possible service.
• You’re tech-savvy and enjoy learning and teaching others how to shape the best customer support.
• You are able to translate data into actions and make the rest of the core team understand how Support is progressing according to the KPI’s.
• You have a can-do attitude, it motivates you to improve our customer proposition and you are ready to roll up your sleeves and get to work in a fast-paced environment.
• You are fluent in written and spoken Azerbaijani and English (Russian language knowledge is advantage)

Next steps

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

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