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Wolt is a fast-growing delivery platform operating in over 500 cities across 30 countries. The company was founded in 2014 and joined forces with DoorDash in 2022. We're looking for an experienced Support Team Lead to join our Customer Support team in Romania.
In this role, you'll lead and develop a high-performing customer support team that serves as the backbone of our marketplace, ensuring smooth operations between customers, courier partners, and merchants. You'll be responsible for building a customer-obsessed culture while driving operational excellence.
Key Responsibilities:
- Lead by example and champion a strong customer-obsessed mindset across the team
- Inspire, coach, and develop high-performing support team members
- Hire, onboard, and mentor new team members
- Monitor team performance and ensure SLAs and CSAT targets are met
- Analyze data and performance trends to identify improvement opportunities
- Turn insights into clear, actionable plans for continuous improvement
- Collaborate closely with cross-functional teams and local stakeholders
- Support operational improvements and process optimization initiatives
- Leverage AI tools and automation opportunities to improve efficiency
- Foster a positive, motivated, and accountable team culture
Requirements:
- Proven leadership experience in Customer Support or Customer Experience
- Strong analytical skills with the ability to translate data into action
- Fluent in Romanian and English (C1 level)
- Excellent communication and coaching skills
- A people-first mindset with the ability to motivate and empower others
- Tech-savvy and comfortable learning new tools and systems
- Comfortable making decisions and managing performance
- Thrives in a fast-paced, ever-changing environment
- Proactive, solution-oriented, and hands-on approach
