**Support Team Lead

Vor 3 Tagen

Wien, Wien, Österreich Wolt Vollzeit

About the Role

We are seeking an experienced Support Team Lead to join our team at Wolt. As a Support Team Lead, you will be responsible for leading our support team and inspiring a high-quality standard of service that we provide to our customers and partners throughout the country.

Key Responsibilities

  • Lead by Example: Demonstrate customer-obsessed behavior and set the tone for our support team.
  • Analyze and Optimize: Identify patterns in incoming requests and develop strategies to improve customer experience and satisfaction.
  • Strategize and Collaborate: Work with our Head of Customer Support to develop and implement strategies to improve customer experience and satisfaction.
  • Recruit, Mentor, and Manage: Find and develop top talent, provide performance feedback, and ensure the team meets SLA's.
  • Communicate Effectively: Understand and set the needs and tone of voice for each customer segment.
  • Get Stuff Done: Hustle and drive results in a fast-paced environment.

Qualifications

  • Excellent Communication Skills: Ability to communicate effectively with customers, team members, and stakeholders.
  • Empathy and Patience: Ability to understand and address customer concerns in a timely and professional manner.
  • Persistence and Kindness: Ability to seek solutions that meet customer needs while maintaining a positive attitude.
  • Assertiveness and Attention to Detail: Ability to manage multiple tasks, prioritize, and maintain a high level of accuracy.
  • Analytical Skills: Ability to analyze data and develop strategies to improve customer experience and satisfaction.
  • Leadership Experience: Proven experience leading teams in sales or customer support.
  • Language Skills: Advanced knowledge of German in speech and writing, with English as a second language.
  • Education: High school diploma or equivalent.
  • Adaptability and Analytical Mindset: Ability to adapt to new applications and systems, and translate data into actionable insights.

What We Offer

  • Flexible Working Hours: 40 hours per week, with occasional flexibility to work from home.
  • Commuter Allowance: Eligible for commuter allowance (if applicable).
  • Annual Leave: Minimum of 25 days of annual leave, with the possibility of additional paid days.
  • Sick Leave: 100% covered sick leave for the first seven days (applicable for Full-Time employees).
  • Wolt Orders: 15% subsidized amount of your Wolt orders.
  • Professional Support: Access to professional support and counseling program for employees and immediate family.
  • Education and Workshops: Opportunities for education and workshops to improve skills needed for work.
  • Introduction to Work: 4 weeks of structured introduction to work, including training and mentorship.
  • Free Fruit and Hot Drinks: Free fruit and hot drinks in the office.
  • Dog-Friendly Office: A pleasant, tolerant, and inclusive work environment.
  • Team Meetings and Activities: Regular team meetings and team-building activities.

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