Support Manager

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.

At Wolt, we make cities better by connecting customers, merchants, and courier partners through our platform. We are looking for a Support Manager to lead Team Leads, drive performance, and help scale support operations with a strong focus on service quality and continuous improvement.

• →Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners
• →Contribute to strategic initiatives and their execution in order to constantly improve the service proposition
• →Guide and coach the team in order to improve the associate’s performance, personal development and happiness
• →Implement new work procedures and features and encourage feedback around these
• →Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements.
• →Collaborate closely with other teams to meet the needs of the customers and improve overall level of service.

• Lead, coach, and develop a team of Team Leads to ensure high performance and engagement.
• Drive operational KPIs, including quality, productivity, customer satisfaction, and service levels.
• Analyze performance data and identify opportunities for improvement.
• Partner with cross-functional stakeholders to solve operational challenges and improve the customer experience.
• Lead process improvement, automation, and AI adoption initiatives within Support.
• Support workforce planning, performance management, and team growth.
• Foster a culture of accountability, continuous learning, and operational excellence.

• You can formulate yourself very well, both verbally as well as in written form in Kazakh, English and Russian.
• You are customer obsessed and have experience in Customer Support or Customer Service.
• You have 3-5 years of experience in leading a team.
• You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
• Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritise.
• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills.
• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You have strong presentational skills and proficiency in Office tools

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today! 💙

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.