Support Shift Lead

4 tygodni temu

Warsaw, Polska Wolt Pełny etat

Job Description

Are you an experienced support professional? Do you desire to grow your leadership skills? Does leading and monitoring a group of colleagues on a busy shift and inspiring highest-quality service spark your inner fire? If this sounds like you, then wed love to chat

Role Background

Our Support Team has been growing rapidly to a team of more than 70 Support Associates and continues growing. As such, 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 our support shifts between 7 AM and 2 AM. 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 and employees. In addition, you will work to resolve escalations and situations the team needs help with on a daily basis. Furthermore, youll need to be comfortable with leading by example, helping others when theyre in doubt and raising the bar of the service we provide, day in and day out. Shift Leads can work from the Warsaw office (hybrid) or from home (remote).

What youll be doing

Ensuring an efficient operation and good customer experience 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 Solving issues the team needs help with Escalating cases that need the attention of other departments or the Team Leads Acting always in Wolts 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 Youre able to give constructive feedback in an empathetic way Youre a proficient multitasker with an analytical mind You have a proven track record in previous/other support roles in terms of KPIs and/or feedback from colleagues 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 Youre fluent in Polish and English Ability to work full time and in flexible schedules between 7 AM and 2 AM

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