About Wolt
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.
Are you an experienced support professional? Do you desire to grow your leadership skills? Does leading a team and inspiring a high-quality standard of service spark your inner fire? If this sounds like you, then we’d love to chat!
Role Background
Our Support Team has been growing rapidly in Poland, we need Shift Lead to lead our support team, take responsibility for customer, restaurant and courier partner support and to monitor our operation as a whole during our support shifts. You will be working together with our Leadership team to develop strategies to improve our customer service experience and satisfaction, while ensuring engagement of our customers. In addition, you will work to resolve escalations and situations the team needs help with on a daily basis. Furthermore, you’ll need to be comfortable with leading by example, helping others when they’re in doubt and raising the bar of the service we provide, day in and day out. Shift leads can work from both our Helsinki or Turku offices.
What you’ll be doing
- Ensuring an efficient operation and good customer experience
- Solving issues the team needs help with
- Overseeing break schedules
- Monitoring and managing the workload, efficiency, duties and the well-being of the team
- Keeping the team informed on latest updates and news
- Collecting and forwarding feedback
- Escalating cases that need the attention of other departments or the Team Leads
- Acting always in Wolt’s best interest
- Most importantly being a part of the team! As a team, we do common things uncommonly well
Our humble expectations
- You are proactive, service-minded and enjoy working with people
- You’re able to give constructive feedback in an empathetic way
- You’re a proficient multitasker with an analytical mind
- You have a proven track record in previous support roles in terms of KPIs and/or feedback from colleagues
- A high skill level in either PS or CS – proficiency in both beneficial, but not required
- An ability to understand our Support operations on a broad level and how all of the aspects of the operation are connected to each other
- You’re fluent in Polish and English (English B2/C1 minimum)
- Ability to work shifts
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.
