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Wolt is a technology-driven delivery platform operating in over 500 cities across 30 countries, delivering food, groceries, and retail goods. The company partners with 30,000+ restaurants and retail partners and 60,000+ couriers, backed by major investors including DoorDash (acquired stake in 2022), ICONIQ Capital, Tiger Global, and others.
As Support Quality Manager for Customer Support, you will lead and develop the Customer Support Quality function across assigned markets. This operational leadership role focuses exclusively on service quality and customer experience, ensuring support agents consistently deliver accurate, empathetic, and policy-aligned service across all customer interactions.
Key responsibilities include:
- Leading and developing the local Customer Support Quality team, owning audit coverage, grading accuracy, and coaching impact
- Overseeing ticket and interaction audits to ensure adherence to service standards, tone of voice, and resolution accuracy
- Monitoring CSAT trends and support KPIs, identifying quality gaps and driving targeted improvement plans
- Ensuring calibration consistency across markets and maintaining alignment with global Support Quality frameworks
- Running root cause analysis (RCA) processes for low-CSAT cases and implementing structured quality improvement initiatives
- Partnering closely with Support Operations, Training, and Content teams to translate quality insights into agent development actions
This is an operational quality leadership position within Customer Support, not a product or software testing role.
REQUIREMENTS:
- Experience leading a Customer Support Quality, Service Quality, or Contact Center QA team
- Strong understanding of case auditing, grading frameworks, calibration processes, and CSAT drivers
- Experience working in a support operations environment (contact center, BPO, or in-house support)
- Strong analytical skills with the ability to translate quality data into operational improvements
- Excellent stakeholder management skills and experience working cross-functionally within operations
