Support team Lead

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

Job summary

Wolt is seeking a capable Head of Customer Support based in Serbia to lead a team of up to 30 associates, guiding day-to-day operations, coaching, and performance oversight.

You will partner with support leadership to boost customer satisfaction and operational efficiency, participate in hiring, onboarding and ongoing development, and report insights to senior management. Role requires adaptability, strong communication and the ability to translate data into actionable improvements.

Qualifications

• Experience managing people in a customer support environment, with the ability to motivate a team and improve performance.
• Clear written and verbal communication, with the ability to adapt messages to different audiences.
• Ability to interpret operational data and use it to guide decisions.
• Strong customer focus and a record of supporting or improving customer satisfaction.
• Adaptability and flexibility to handle unexpected issues and occasional changes in working hours.

Responsibilities

• Lead and develop a team of up to 30 support associates through regular one-to-ones, feedback, and team-building activities.
• Oversee daily support operations and maintain processes that help resolve customer inquiries promptly.
• Work with support managers and fellow team leads on plans to improve customer satisfaction and operational efficiency.
• Contribute to hiring, onboarding, training, and ongoing development of team members.
• Review service and performance metrics, then share findings with senior leadership.
• Step in during urgent situations to help maintain service coverage and quality.

Skills

People management

Customer focus

Communication

Data interpretation

Job description

Role overview

Lead a customer support team in Serbia, guiding its day-to-day work and helping maintain a responsive, high-quality service. The role combines people management, operational oversight, performance analysis, and coordination with support leadership.

Responsibilities

• Lead and develop a team of up to 30 support associates through regular one-to-ones, feedback, and team-building activities.
• Oversee daily support operations and maintain processes that help resolve customer inquiries promptly.
• Work with support managers and fellow team leads on plans to improve customer satisfaction and operational efficiency.
• Contribute to hiring, onboarding, training, and ongoing development of team members.
• Review service and performance metrics, then share findings with senior leadership.
• Step in during urgent situations to help maintain service coverage and quality.

Requirements

• Experience managing people in a customer support environment, with the ability to motivate a team and improve performance.
• Clear written and verbal communication, with the ability to adapt messages to different audiences.
• Ability to interpret operational data and use it to guide decisions.
• Strong customer focus and a record of supporting or improving customer satisfaction.
• Adaptability and flexibility to handle unexpected issues and occasional changes in working hours.

Nice to have

• Hands-on experience working customer support shifts.
• Familiarity with customer support software and tools.

Benefits and work setup

• Regular working hours, with work outside those hours expected only for emergencies.
• Occasional remote work is available under the office attendance policy; designated office days must be observed.