Support Team Lead

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

Role overview

A fully remote leadership opportunity based in Serbia, guiding a customer support team that keeps a large multi-sided marketplace running smoothly between customers, courier partners, and merchants. The Team Lead combines people management, data-driven decision making, and a service-obsessed mindset to deliver consistently high-quality experiences across daily operations.

Responsibilities

• Model customer-obsessed service by demonstrating what excellent interactions look like and coaching the team toward the same standard
• Analyze operational and support data to surface trends, identify improvement opportunities, and translate findings into concrete actions
• Hire, onboard, mentor, and manage team members, running performance conversations and keeping the team motivated against service goals
• Collaborate closely with cross-functional partners and local market stakeholders to ensure end-to-end operations run smoothly
• Spot opportunities to simplify reporting and processes using AI and automation, and help the team adopt new tools and technologies

Requirements

• Proven leadership experience in customer support or customer experience
• Strong analytical skills and the ability to turn data into clear, actionable improvements
• Fluency in Serbian and English at C1 level or higher
• A genuine people person who enjoys motivating, empowering, and developing others
• Tech-savvy, comfortable learning and teaching new tools and systems
• A positive, can-do attitude suited to a fast-paced, ever-changing environment, with the confidence to make decisions that protect SLAs and CSAT targets

Benefits and work setup

• Fully remote position based in Serbia