Support Team Lead

Wolt - English; United States; Remote; USD 7,600 - 9,600; Full time

Benefits offered by this job

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

People leadership

Communication

Empathy

Attention to detail

Decision making

Data-driven

Customer experience

English proficiency

Shift willingness

Adaptability

Education

High school diploma

Job description

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

Support Team Lead - Remote (Shared Service Center)

We’re on the lookout for an experienced Team Lead to join our Shared Service Center and lead a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide. If you’re energized by developing people, driving performance, and creating a positive team culture in a fast-paced environment, we’d love to hear from you.

What you’ll be doing

As a Team Lead in our Shared Service Center, your key responsibility is to lead, coach, and support a team of Support Associates so that our customers, couriers, and merchants get an excellent experience and the help they need within the expected timeframes. You’ll balance people leadership with operational delivery, acting as both a mentor and a driver of quality and performance.

We’re looking for a leader who values a stable and pleasant work environment just as much as continuous learning, coaching, and raising the bar on customer service in a demanding, always-on setting.

Day-to-day in this role, you’ll:

• Lead, coach, and motivate a team of Support Associates, holding regular 1:1s and giving continuous feedback
• Own your team’s performance against quality, productivity, and customer satisfaction targets
• Act as a mentor throughout onboarding and beyond, supporting each associate’s growth and career development
• Owning performance management
• Analyse the data and drive concrete improvements
• Monitor staffing and shift coverage to keep service levels on track across markets
• Handle complex escalations, operational issues, and time-sensitive cases, stepping in when your team needs support
• Identify recurring issues and process gaps, and drive improvements together with cross-functional stakeholders
• Ensure your team follows internal processes, company policies, playbooks, refund policies, and escalation paths
• Keep your team informed and up to date on new processes, market changes, training materials, and internal updates
• Contribute to a friendly, inclusive, and high-performing team culture

Your profile

• Previous experience leading or coaching a team, ideally in customer support, contact center
• Excellent communication skills, plenty of patience, and the ability to give clear, constructive feedback
• Strong people-first mindset, empathy, kindness, and persistence in finding the best solution for everyone involved
• Great attention to detail, strong organizational skills, and the ability to prioritize under pressure
• You’re comfortable making fast decisions in challenging moments and staying calm in stressful situations
• You’re data-aware and can use performance metrics to coach your team and improve results
• You understand the importance of a great customer experience and set the standard for your team
• You’re fluent in English (C1 or higher)
• You have at least a high school diploma
• You’re willing to work in shifts sometimes
• You’re comfortable with new apps and systems, and adapt quickly to change

What’s in it for you

• Fully remote work
• 5-day work week
• At least 25 days of paid vacation , with a possibility for additional paid days off
• Private Health Insurance
• 15% cashback on your Wolt orders
• Access to the FitPass program
• 2-week structured onboarding program
• Structured mentoring from our Support Managers
• Training sessions, workshops, and learning opportunities to enhance your skills
• A clear career development path , your growth as a Team Lead is our priority! With our support, you’ll have opportunities to grow and build your career within the company
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family
• A friendly, tolerant, and inclusive work environment
• All necessary equipment for your work (laptop, monitor, headset)

Working hours

Wolt Customer Support operates 7 days a week, 365 days a year, 24/7.
You’ll need to be able to work in morning, afternoon or night shifts, including weekends and holidays, depending on business and organizational needs.

Technical requirements:

• A strong and reliable internet connection and a suitable remote working environment without distractions
• This is a fully remote position, but all work must be performed from Serbia only
• Candidates must also be available to fully participate in the training and onboarding process, and occasional work travel

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.