Remote Support Team Lead: Data-Driven Coach

wolt; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Wolt is seeking a fully remote Team Lead based in Serbia to guide a customer support team in a large multi-sided marketplace. You will combine people management with data-driven decisions to deliver consistently high-quality experiences across daily operations.

You will hire, onboard, mentor, and manage team members, driving performance conversations while maintaining high SLAs and CSAT targets in a fast-paced environment.

Qualifications

• Experience leading customer support or CX teams.
• Strong analytical skills with data-driven improvements.
• Fluency in Serbian and English (C1+).
• Motivates and develops others.

Responsibilities

• Model customer-obsessed service and coach team to high standard.
• Analyze operational and support data to surface trends and actions.
• Hire, onboard, mentor, and manage team members; conduct performance conversations.
• Collaborate with cross-functional partners to ensure end-to-end operations.
• Identify opportunities to simplify reporting and processes using AI and automation; adopt new tools.

Skills

Leadership in CX

Data analysis

People management

Serbian & English

Job description

Wolt is seeking a fully remote Team Lead based in Serbia to guide a customer support team in a large multi-sided marketplace. You will combine people management with data-driven decisions to deliver consistently high-quality experiences across daily operations.

You will hire, onboard, mentor, and manage team members, driving performance conversations while maintaining high SLAs and CSAT targets in a fast-paced environment.