SSC Support Team Lead-Remote

Wolt is seeking an experienced SSC Support Team Lead to join our remote support team in Romania. In this role, you will manage a dedicated team responsible for ensuring seamless operations between customers, restaurant partners, and courier partners. As a key player in one of Europe's fastest-growing tech companies, you will uphold and inspire a high standard of service across the country.

Your primary responsibilities will include leading by example to demonstrate customer obsession, analyzing incoming support requests to identify patterns and implement improvements, and collaborating with the Head of Customer Support to develop strategies that enhance customer satisfaction. Additionally, you will be tasked with recruiting, mentoring, and managing team members, providing performance feedback, and ensuring the team meets service level agreements (SLAs). Effective communication with customers, courier partners, and merchants will be essential, as well as a proactive approach to problem-solving.

The ideal candidate will have proven leadership experience in customer experience or a related field, a passion for analytics and data-driven decision-making, and a strong commitment to delivering exceptional customer service. A can-do attitude, positive energy, and the ability to motivate a team are crucial. Proficiency in Romanian and English (C1 level) is required, along with tech-savviness and the ability to multitask effectively.

Wolt offers a dynamic and fast-paced working environment where you will have the opportunity to learn, build, and ship more than in most other companies. You will be challenged and have a lot of fun along the way. If you are a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.