Support Team Lead

About the role

Wolt's support teams keep the marketplace running smoothly by ensuring seamless interactions between customers, merchant partners and courier partners. As a Support Team Lead you will take ownership of local support operations, lead by example and empower your team to deliver consistently high-quality service, while driving performance, developing people and improving how partners are supported.

Key responsibilities

• Lead, motivate and develop a high-performing support team through coaching, encouragement and empowerment.
• Create a customer-obsessed culture by leading by example.
• Own the team's performance, including KPIs, productivity and service quality; set clear performance goals and give regular, constructive feedback.
• Manage daily operations such as shift planning and scheduling, and lead shifts when needed to support representatives and shift leaders.
• Collaborate with other teams to improve the overall support experience.
• Communicate effectively with customers, courier partners and merchants, adapting tone and approach as needed.
• Contribute to the group leadership team and take ownership of support-related projects with a continuous improvement mindset.

Required profile

• Full-time office work, Monday to Friday, 10:00 to 18:30.
• Strong background in customer service, with a solid understanding of metrics such as SAT/CSAT, SLA and ticket handling time.
• Proven experience leading and managing a customer service or support team.
• Experience setting performance goals and giving regular performance feedback.
• Professional working proficiency in Albanian and English.