Customer Service Team Manager
2 tygodni temu
At Wolt, we are looking for a talented Support Team Lead to join our team. As a key member of our customer-facing team, you will be responsible for managing our local support team and inspiring a high-quality standard of service that we provide to our customers and partners throughout the country.
Key Responsibilities
- Customer Obsessed: You will lead by example and raise the bar of the support we provide, ensuring that our customers receive exceptional service.
- Mentor: You will manage the Support Team and create an environment where everyone can grow through encouragement and empowerment.
- Manager: You will be consistently providing feedback to your team members and will be making sure that your Support Team meets SLAs.
- Excellent communicator: You understand the needs of our customers and partners and can adapt your tone of voice to whoever reaches out to us (customers, courier partners, merchants).
- Strategic thinker: You will be working together with our Head of Support on different projects that would help improve the support experience for our customers & partners.
- Data-centric: Get your spreadsheet skills ready because there will be plenty of number crunching to do here.
Our Expectations
- You have already led a customer-facing team and are excited to join our award-winning Support Team.
- You enjoy leading and growing a team, and you do your best to make sure your team always understands why they are here and why providing amazing support is essential.
- You can think on your feet, and multi-tasking is your second nature.
- You're tech-savvy and enjoy learning and teaching others how to use our Support tools.
- You can translate data into actions and make the rest of the core team understand how Support is progressing according to the SLAs.
- You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment.
- You are fluent in English and Polish.
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