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Support Shift Lead

4 tygodni temu

Warszawa, Mazovia, Polska TN Poland Pełny etat
About the Role

We are seeking an experienced support professional who is passionate about growing their leadership skills and inspiring high-quality service. If you thrive in a fast-paced environment, lead by example, and are committed to delivering exceptional customer experiences, we'd love to chat.

Role Overview

As a Shift Lead on our Support Team, you will be responsible for leading a group of colleagues during busy shifts, ensuring seamless customer, restaurant, and courier partner support, and monitoring operations from 7 AM to 2 AM. You will collaborate with our Leadership team to develop strategies that enhance customer satisfaction, engagement, and employee morale. Your key responsibilities will include:

  • Ensuring efficient operations and excellent customer experiences
  • Monitoring and managing workload, efficiency, duties, and team well-being
  • Maintaining open communication with the team regarding updates and news
  • Capturing and forwarding feedback
  • Resolving team-escalated issues
  • Elevating cases requiring attention from other departments or Team Leads
  • Acting in Wolt's best interest at all times
  • Becoming an integral part of the team, working together to achieve common goals
Your Qualifications

To succeed in this role, you will need to demonstrate the following qualities:

  • You are proactive, service-oriented, and enjoy working with people
  • You can provide constructive feedback in an empathetic manner
  • You possess strong multitasking skills, coupled with analytical thinking
  • You have a proven track record in previous support roles, showcasing KPI achievements and positive colleague feedback
  • You comprehend our Support operations on a broad level and recognize how various aspects interact
  • You are fluent in Polish and English
  • You are available to work full-time and flexible schedules between 7 AM and 2 AM
What We Offer

This role offers a unique opportunity to grow your leadership skills, work in a dynamic environment, and contribute to delivering exceptional customer experiences. As a Shift Lead, you will be part of a collaborative team that values open communication, empathy, and continuous improvement.