Customer Support Group Manager Haifa

Job Description

Do you have a proven track record in driving change and problem-solving? Are you a good mix of being able to think strategically and work hands-on? Are you a solid leader with experience in efficiently managing a high-performing team? If this sounds like you, we’d love to chat!

Role Background

Our journey within Israel started in the fall of 2018. Since then, we’ve launched in more than 15 cities and the country has become one of our fastest-growing ‘Worldwide.'

Due to our increased growth, our support teams include more than 500 Support Associates and 40 Support leads, and a team of Support managers. As we continue to grow, we're now looking for our new Support Site Manager to lead the TLV Support site.

Your key focus will be to manage our local support teams and inspire a high-quality standard of service that we provide to our customers and partners. Our Customer Service is a strong reflection of our brand and always keep in mind that high-quality service creates loyal customers. As part of the Wolt Israel leadership team, you will work closely with our Head of Support to ensure we are delivering the ‘best in the world’ service on all fronts from our users to our partners.

We are looking for someone to lead the biggest unit of Customer Support. We are looking for someone with a senior's skills and a junior's enthusiasm.

What Will You Be Doing

• Manage, mentor & motivate: you will manage the Support Manager and their teams. This includes acting as a sparring partner for the Customer Support team leads and helping them raise the bar in their teams.
• Problem-solving: You will be both proactive and reactive with incoming and foreseen challenges and problems that may occur in support. You will influence a solution-oriented mindset and ensure we are always implementing best practices and ways of working.
• Driving performance: You will be a driving force to ensure we are delivering the best support to our users and partners. Your analytical mindset will dig into our support metrics to make the best kind of decisions and set the right expectations.
• Scale smart: Our main goal in the customer support team, is to continue to provide the best customer experience in a scalable mode, therefore we have always to make sure we’re scaling same and efficiently and in order to cope with demand while keeping up the quality, we need to do things smarter day by day.
• Represent Wolt’s values and build a strong team spirit, focused on coaching, recognition and team development.
  
  

• You have solid experience leading big Customer Support Teams and/or similar organizations in a fast-paced environment.
• You are very analytical and make decisions based on data to the extent possible. When you make decisions, you always think about scalability.
• You are curious and committed and enjoy taking on full ownership. Therefore, you will naturally take the lead and orchestrate the necessary changes with the rest of Wolt to reach Performances and improve our offering for our customers.
• You have an outgoing personality, and networking and building relationships are second nature. Naturally, you care about good customer service!
• Complementary to your social skills, you are very structured and on top of things.
• You are a true foodie with a constant hunger to learn and do things better.
• You are fluent in Hebrew and English.