Support Team Lead- Night Shifts

Job DescriptionWith our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support team Lead, you will manage our local support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the countryWhat you'll be doing:

• Lead a CS Team and create an environment in which the team has the ability to grow through encouragement and empowerment
• Responsible for Leading by example and showing what customer-obsessed means: At Wolt, our Customer Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt.
• Responsible for your team’s KPIs and productivity
• Provide performance feedback and shoot for excellence
• Manage the operational work of the team, e.g. shift scheduling
• Collaborate with all other teams to improve the overall level of service.
• Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) who are reaching out to us.

• Lead and guide a team as they are going through our- onboarding stages, ensuring a seamless transition for new representatives from their training period to full integration within the organization.
• Provide hands-on support and coaching to new representatives during their onboarding process, Helping their professional and personal growth within the company.
• Track and manage key performance indicators (KPIs) for representatives to ensure they meet expected performance standards.
• As a member of the group leadership team, you will have to take active participation during shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.
• Be an integral member of the group's management team, actively contributing to its success and decision-making processes.

• A strong background in customer service roles.
• Proven experience in successfully leading and managing a customer service team, including setting performance goals, providing regular feedback, and fostering a positive team culture.
• Ability to work on a part-time basis (70%)
• Participating in a night shift twice a week (01:00-08:00) per month.
• Availability to work during the hours of the support department in the mornings (09:00-18:00)
• Hybrid work - One day working from home
• Minimum commitment of one year in the position.