Support Team Lead

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Guide, mentor, and inspire Support Associates through regular one-on-one meetings and ongoing feedback.

• Take ownership of team performance in relation to quality, productivity, and customer satisfaction goals.

• Provide mentorship to associates during their onboarding process and facilitate their growth and career advancement.

• Manage performance-related tasks effectively.

• Analyze data to drive tangible improvements.

• Oversee staffing and shift coverage across various markets.

• Address complex escalations, operational challenges, and urgent cases.

• Recognize recurring issues and process gaps, working with cross-functional teams to implement enhancements.

• Ensure compliance with internal procedures, company policies, playbooks, refund policies, and escalation protocols.

• Keep the team updated on processes, market changes, training materials, and internal communications.

• Foster a friendly, inclusive, and high-performing team culture.

⛳️ Requirements

• Previous experience in a leadership or coaching role, preferably within customer support or a contact center environment.

• Strong communication skills, coupled with patience and the ability to provide clear, constructive feedback.

• A people-centric mindset characterized by empathy, kindness, and determination.

• Meticulous attention to detail and robust organizational capabilities.

• Capacity to prioritize tasks effectively under pressure.

• Ability to make swift decisions and maintain composure in stressful situations.

• Proficiency in using performance metrics to coach teams and enhance results.

• Familiarity with customer experience standards.

• Fluent in English (C1 or higher).

• Minimum of a high school diploma.

• Willingness to work shifts, including weekends and holidays as required.

• Proficiency with new applications and systems, with the ability to adapt rapidly.

• A strong and reliable internet connection.

• A suitable remote working environment free from distractions.

• Must conduct all work from Serbia exclusively.

• Availability to fully engage in training, onboarding, and occasional travel for work.

🏝️ Benefits

• Fully remote working arrangement.

• 5-day work week.

• At least 25 days of paid vacation, with the potential for additional paid time off.

• Private health insurance coverage.

• 15% cashback on Wolt orders.

• Access to the FitPass program.

• Two-week structured onboarding process.

• Structured mentoring provided by Support Managers.

• Training sessions, workshops, and learning opportunities to develop skills.

• Clear path for career advancement.

• Training programs available across the Wolt organization.

• Employee Assistance Program available for employees and their immediate family members.

• A friendly, tolerant, and inclusive workplace environment.

• All necessary equipment provided: laptop, monitor, headset.