Support Team Lead

Wolt is seeking a Support Team Lead to oversee our local support operations in Kazakhstan. This role involves leading a team dedicated to ensuring seamless interactions between customers, merchant partners, and courier partners, thereby maintaining the smooth operation of the Wolt marketplace. The Support Team Lead will play a pivotal role in driving team performance, fostering professional development, and continuously enhancing our support services.

Key responsibilities include leading, motivating, and developing a high-performing support team through coaching and empowerment. The role requires creating a customer-centric culture by setting clear performance goals, providing regular constructive feedback, and managing daily operational needs such as shift planning and scheduling. Additionally, the Support Team Lead will collaborate closely with other teams to improve the overall support experience and take ownership of support-related projects with a focus on continuous improvement.

The ideal candidate will have a strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA, and ticket handling time. Proven experience in leading and managing a customer service or support team is essential. The role requires full-time office work from Monday to Friday, 09:00–18:00, and proficiency in Kazakh, Russian, and English. At least one year of experience at Wolt or experience as a Shift Lead is preferred.

Wolt offers a dynamic and fast-growing environment where team members are encouraged to take ownership and be part of an ambitious and supportive team. We are committed to growing and empowering a more inclusive community within our company, industry, and cities, believing that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.