Support Team Lead SSC

The Support Team Lead SSC at Wolt is responsible for managing and inspiring a high-performing support team within the Shared Service Center. This role involves overseeing daily operations, ensuring exceptional service delivery, and contributing to the continuous improvement of support processes. Wolt, a Finnish technology company, is renowned for its delivery platform connecting customers with a wide range of merchants.

Key responsibilities include leading by example to elevate customer support standards, analyzing incoming requests to identify patterns and implement improvements, and collaborating with the Head of Customer Support to develop strategies that enhance customer satisfaction. The role also encompasses recruiting, mentoring, and managing team members to foster a culture of excellence and accountability.

The ideal candidate possesses proven leadership experience in customer support or a related field, a strong analytical mindset with the ability to translate data into actionable insights, and a passion for delivering outstanding customer experiences. Proficiency in English and the local language is essential, along with excellent communication skills and the ability to thrive in a fast-paced, dynamic environment.

Wolt offers a competitive compensation package, including benefits such as Wolt credits, an Employee Assistance Program, and opportunities for professional development. The company fosters a collaborative and inclusive culture, providing employees with the tools and resources needed to excel and grow within the organization.