Support Team Lead-Remote

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.

Support Team Lead - Remote (Shared Service Center)

We’re on the lookout for an experienced Team Lead to join our Shared Service Center and lead a team of Support Associates delivering exceptional service across multiple Wolt markets worldwide. If you’re energized by developing people, driving performance, and creating a positive team culture in a fast-paced environment, we’d love to hear from you.

What you’ll be doing

As a Team Lead in our Shared Service Center, your key responsibility is to lead, coach, and support a team of Support Associates so that our customers, couriers, and merchants get an excellent experience and the help they need within the expected timeframes. You’ll balance people leadership with operational delivery, acting as both a mentor and a driver of quality and performance.

We’re looking for a leader who values a stable and pleasant work environment just as much as continuous learning, coaching, and raising the bar on customer service in a demanding, always-on setting.

Day-to-day in this role, you’ll:

Lead, coach, and motivate a team of Support Associates, holding regular 1:1s and giving continuous feedback

Own your team’s performance against quality, productivity, and customer satisfaction targets

Act as a mentor throughout onboarding and beyond, supporting each associate’s growth and career development

Owning performance management

Analyse the data and drive concrete improvements

Monitor staffing and shift coverage to keep service levels on track across markets

Handle complex escalations, operational issues, and time-sensitive cases, stepping in when your team needs support

Identify recurring issues and process gaps, and drive improvements together with cross-functional stakeholders

Ensure your team follows internal processes, company policies, playbooks, refund policies, and escalation paths

Keep your team informed and up to date on new processes, market changes, training materials, and internal updates

Contribute to a friendly, inclusive, and high-performing team culture

Your profile

Previous experience leading or coaching a team, ideally in customer support, contact center

Excellent communication skills, plenty of patience, and the ability to give clear, constructive feedback

Strong people-first mindset, empathy, kindness, and persistence in finding the best solution for everyone involved

Great attention to detail, strong organizational skills, and the ability to prioritize under pressure

You’re comfortable making fast decisions in challenging moments and staying calm in stressful situations

You’re data-aware and can use performance metrics to coach your team and improve results

You understand the importance of a great customer experience and set the standard for your team

You’re fluent in English (C1 or higher)

You have at least a high school diploma

You’re willing to work in shifts sometimes

You’re comfortable with new apps and systems, and adapt quickly to change

What’s in it for you

Fully remote work

5-day work week

At least 25 days of paid vacation , with a possibility for additional paid days off

Private Health Insurance

15% cashback on your Wolt orders

Access to the FitPass program

2-week structured onboarding p