Support Manager

Компания "Wolt TechnologiesKazakhstan (Вольт Технолоджис Казахстан)"

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. To enable this, Wolt develops a wide range of technologies from local commerce platform to retail software and financial solutions, as well as operates its own grocery stores under the brand Wolt Market. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, we’re about getting things done.

You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Job Description

Are you a team player with great communication skills? Вы человек, который любит общаться с клиентами как с друзьями? If you got all the questions and your answer is yes - then read further!

Role background

Wolt is a Finnish technology company and we’re best known for our food delivery platform. In 2017, Wolt operated in 4 countries and 10 cities across the Nordics. Fast forward to today, we’re a team of 8000+ people in 25 countries and over 500+ cities, servicing over 29M registered users and have 50+ Wolt Market stores across our Wolt markets. We launched in Baku in summer 2019, and have since been conquering the food delivery scene step by step.

With their excellent management skills, our Customer Support Team Leads are the glue that holds together the marketplace. They ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Manager you will lead our Customer Support Team Leads in Kazakhstan and inspire the high-quality standard of service that we provide to our customers and partners throughout the country.

What you'll be doing

• Guide and train the Customer Support Team Leads in order to improve the Associates performance and personal development and happiness
• Implement new work procedures and features and allow feedback around these
• Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here!
• Work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers.

Qualifications

• Demonstrated ability to lead and develop high-performing teams
• Proven experience in customer support or service management, including leadership roles (minimum 1 year)
• Excellent problem-solving and decision-making abilities
• You’re tech-savvy and enjoy learning and teaching others how to use our Customer Support tools.
• You are able to translate data into actions and make the rest of the core team understand how Team Leads are progressing according to the KPI’s.
• You are fluent in Kazakh, Russian and English.

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and leading 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! :)

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