Support Team Lead
vor 4 Wochen
Are you a seasoned Support professional looking to take on a leadership role? We're seeking a Support Team Lead to join our team in Germany.
As a Support Team Lead, you will be responsible for leading our Support team during shifts, ensuring efficient operation and a great customer experience. You will also be responsible for solving issues the team needs help with, updating Support Associates with the latest news, and organizing breaks.
Key Responsibilities:
- Supervising our Support team during shifts
- Solving issues the team needs help with
- Updating Support Associates with the latest news
- Organizing breaks
- Collecting performance feedback and passing it on to Team Leads
- Solving issues and managing workload, efficiency, and office duties
- Managing escalation and urgent cases
- Taking on operational tasks
Requirements:
- Experience with contact center operation, ideally in a supervisory role and in e-commerce
- Flexibility to work various shifts
- Fluent in German and English
- Ability to work 32-40 hours per week
- Proven track record in previous support roles
- High skill level in PS or CS proficiency
- Ability to understand Support operations and set priorities correctly
About Wolt:
We're a rapidly growing company in Germany, and we need Shift Leads to lead our Support team, take responsibility for customer, restaurant, and courier partner support, and monitor our operation as a whole during support shifts.
You will work together with our Leadership team to develop strategies to improve our customer service experience and satisfaction, while ensuring engagement of our customers. You will also work to resolve escalations and situations the team needs help with on a daily basis.
What You'll Be Doing:
- Supervising our Support team during shifts
- Solving issues the team needs help with
- Updating Support Associates with the latest news
- Organizing breaks
- Collecting performance feedback and passing it on to Team Leads
- Solving issues and managing workload, efficiency, and office duties
- Managing escalation and urgent cases
- Taking on operational tasks
Our Humble Expectations:
- Experience with contact center operation, ideally in a supervisory role and in e-commerce
- Flexibility to work various shifts
- Fluent in German and English
- Ability to work 32-40 hours per week
- Proven track record in previous support roles
- High skill level in PS or CS proficiency
- Ability to understand Support operations and set priorities correctly
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