Support Team Lead

Wolt is seeking a Support Team Lead to oversee a team of 20-25 Support Associates in Thessaloniki, Greece. This role is pivotal in ensuring seamless operations between customers, restaurant partners, and courier partners, thereby delivering exceptional customer experiences. The Support Team Lead will report directly to the Support Manager and collaborate closely with fellow team leads and cross-functional partners.

Key responsibilities include leading and developing the support team to ensure they are competent, motivated, and engaged. The role involves recruiting, mentoring, and managing team members, providing performance feedback, and ensuring the team meets key performance indicators (KPIs). The Support Team Lead will also set clear guidelines and rules to handle a high volume of interactions daily, develop strategies to improve customer service experience and satisfaction, and collaborate closely with other teams to meet customer and partner needs.

The ideal candidate will have proven leadership experience in customer support or customer experience, strong analytical skills with the ability to translate data into action, and excellent communication and coaching skills. Fluency in Greek and English is required, along with a people-first mindset and the ability to motivate and empower others. The candidate should be tech-savvy, comfortable learning new tools and systems, and thrive in a fast-paced, ever-changing environment.

Wolt offers a dynamic and fast-growing tech company environment with many career opportunities. Employees can enjoy a cool office in Thessaloniki, independent work in an international team, and various benefits such as Wolt credits, an Employee Assistance Programme (EAP), and a dog-friendly office.

At Wolt, we move fast, stay humble, and always put people first. If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then this could be the ride of your life.