Global vendor professional lead

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

Job Overview

Maintaining customer satisfaction and experience by providing professional support to representatives, while ensuring real-time quality control and monitoring of their performance. Professional Leads are responsible for achieving KPI targets as shift-level managers.

Responsibilities & Duties

• Provide professional guidance and consultation to our support associates abroad.
• Identify professional trends and develop solutions and implement them with the help of the team.
• Identify real-time knowledge gaps and collaborate with the content-training and quality team, locally and abroad, to address them.
• Monitor the performance of the agent, support them and intervene in sensitive cases.
• Monitor agents with low CSAT during shifts, provide real-time feedback, and flag them to the relevant team.
• Handle manager calls and provide high quality support to our users (courier, user and venue).
• Review and monitor returning chats from our teams abroad, identify trends, and suggest improvements.
• Collaborate with your colleagues abroad to meet our team’s KPIs.
  
  

• Previous experience of at least 6 months as a certified on boarding trainer or prior experience as a Performance Lead or Professional Lead.
• Proven ability to motivate, coach, and professionally guide agents during real-time interactions, with a focus on customer satisfaction and performance.
• Strong decision-making and prioritization skills, with the ability to multitask effectively under pressure and shift rapidly between operational and professional responsibilities.
• Proactive, solution-oriented, and service-driven, with a hands-on approach and strong sense of responsibility and initiative.
• Comfortable working in a dynamic, high-paced, tech-enabled environment, with the flexibility to adapt to changing needs and priorities.
• Strong understanding of support tools and internal policies, and the ability to guide others in applying them correctly (e.g., compensation policies, macros, TOV standards).
• Able to analyze data and operational KPIs, identify trends or outliers, and translate them into actionable feedback or process improvements.
• Excellent interpersonal skills, including empathy, assertiveness, and the ability to build trust with agents, peers, and managers.
• Strong English communication skills, including the ability to write professional messages and hold conversations confidently.
• Must be available for at least 4 shifts per week, including mornings, evenings, and weekends.
• To begin with, work from the office only.