Remote Support Team Lead: Coaching & Performance

Wolt - English; United States; Remote; USD 7.600 - 9.600; Vollzeit

Benefits dieser Stelle

Fully remote

5-day work week

25 days vacation

Health insurance

Cashback on orders

FitPass

Onboarding program

Mentoring

Training programs

Career development

Employee assistance

Equipment provided

Zusammenfassung

Wolt is seeking an experienced Support Team Lead for our Shared Service Center. This fully remote role oversees Support Associates across multiple markets, coaching performance, and ensuring top-tier customer experiences.

You’ll balance people leadership with operations, drive improvements, and foster a positive team culture in a fast-paced setting. You’ll lead onboarding, manage escalations, and continuously raise the bar on service quality while supporting a friendly, inclusive work

Qualifikationen

• Experience leading or coaching a team in customer support, contact center, or similar environment.
• Strong communication skills and the ability to give constructive feedback.
• Data-minded with ability to use metrics to improve results.

Aufgaben

• Lead, coach, and support a team of Support Associates to deliver fast, high-quality service.
• Drive performance against quality, productivity, and customer satisfaction targets.
• Mentor onboarding and ongoing growth for team members.
• Own performance management and issue resolution across markets.
• Analyze data to identify improvements and optimize staffing and coverage.
• Ensure adherence to processes, playbooks, and escalation paths.
• Communicate updates on new processes and market changes to the team.

Kenntnisse

People leadership

Communication

Empathy

Attention to detail

Decision making

Data-driven

Customer experience

English proficiency

Shift willingness

Adaptability

Ausbildung

High school diploma

Jobbeschreibung

Wolt is seeking an experienced Support Team Lead for our Shared Service Center. This fully remote role oversees Support Associates across multiple markets, coaching performance, and ensuring top-tier customer experiences.

You’ll balance people leadership with operations, drive improvements, and foster a positive team culture in a fast-paced setting. You’ll lead onboarding, manage escalations, and continuously raise the bar on service quality while supporting a friendly, inclusive work