Customer Support Lead
Are you an experienced customer service professional with strong leadership and analytical skills to deliver and develop exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!
Wolt is a Finnish technology company and we’re best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals or other goods from our restaurant or retail partners and either pick their order up or have it delivered by our courier partners.
Wolt just launched in Bergen, and is already present in Oslo, Trondheim, Tromsø and Stavanger - with more cities to come soon. We’re expanding rapidly, from our offices in Oslo, and now we’re looking for someone to be part of this hectic, fun and rapid expansion and lead our support team.
Our support teams are the glue that hold together the marketplace. We ensure that the operations between customers, restaurant partners, retail partners and courier partners all run smoothly. But it is not only about making things run smooth - support is much bigger than that for us at Wolt. We really love to excite and delight our customers and see support as a key to a stellar customer journey and a way to our customers' hearts in the long run.
As our Support Lead, you will manage our Norwegian support team and work with two other Leads to develop and inspiring a high-quality standard of service that we provide to our customers and partners throughout Norway.
What you'll be doing
Recruiting, mentoring and managing: You will quickly get Wolt under your skin and identify the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will be providing performance feedback and making sure your Support Associates meet their KPIs.
Operational management: You are an operational leader who sets the structure and direction. You develop clear guidelines so that the team can efficiently handle a high number of high-quality interactions with couriers, customers and restaurants. You ensure that the team has the training and information they need to deliver exceptional service, while also empowering them to be independent and confident in making good decisions on their own.
Making data driven decisions: You will look for patterns and insights and translate it to actions and improvements. Get your spreadsheet skills ready, we support our intuition with data!
Strategizing and collaborating: You will develop strategies to improve customer experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems and customer journeys, you will collaborate closely with our other teams to meet the needs of our customers and partners.
Leading by example and setting the standard: At Wolt, our Customer Support knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar of the service we provide and the way we do support. You set targets for yourself and your team and walk the extra mile to beat new records as a company.
Relating and communicating: You will identify the customer needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us.
- Getting stuff done: Hustle, hustle, hustle.
Our humble expectations
Leadership experience and background from a similar customer service related role. You get energy from helping your team develop into new heights.
You are structured and data driven. You love exploring insights and turning your findings into actions. Moreover you use data to help support and the rest of the core teams to understand how support is progressing according to the KPIs.
Passionate about customer experience and enjoy working and engaging with people.
Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done.
You have the skills and know-how to motivate your team to provide the best service possible.
You’re tech-savvy and enjoy learning and teaching others in how to use our support tools and make things smarter.
The ability to think on your feet and multi-task.
Fluent in Norwegian and English.
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!
Along with a competitive salary and benefits, you will also be eligible for our stock option plan.
If you have any further questions about the position, you can send your enquiries to:
Sini Skinnari, Talent Acquisition Partner - firstname.lastname@example.org
Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities.
Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.
We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.
In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.