About the Position

Support Manager (Shared Service Center)

Location: Tbilisi, Georgia

About Wolt

At Wolt, we create technology that brings joy, simplicity, and earnings to the neighborhoods of the world. In 2014 we started with the 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.

Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service?

Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!

Responsibilities

As our Support Manager you will lead our Shared Service Center team and inspire the high-quality standard of service that we provide to our customers and partners. With their excellent management skills, our Support Managers ensure that our Support Leads are running the operations between customers, restaurant partners, and courier partners smoothly.

Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners
Contribute to strategic initiatives and their execution in order to constantly improve the service proposition
Guide and coach the team in order to improve the associate’s performance, personal development, and happiness
Implement new work procedures and features and encourage feedback around these
Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements.
Together with the Content, Training, and Quality team, develop the quality and content processes within the Support operations in line with the training operations
Collaborate closely with other teams to meet the needs of the customers and improve the overall level of service.
Lead by example and show what customer-obsessed means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The Support Manager will lead by example and raise the bar for the way support is provided at Wolt.

Requirements

You can formulate yourself very well, both verbally as well as in written form in English and Georgian.
You are customer-obsessed and have experience in Customer Support or Customer Service.
You have 3-5 years of experience in leading a team, preferably leading a leadership team or other more senior team.
You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritize.
You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills.
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 have strong presentational skills and proficiency in Office tools.
Any trainings or experience in people or project management are an advantage.
A degree in Business Administration is a strong plus!

Next Steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring - learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash.

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Wolt Recruitment Privacy Statement

Please review the Wolt Recruitment Privacy Statement and acknowledge.

Do you already live in Tbilisi and have the right to work in Georgia?

Do you speak both Georgian and English fluently?

This is an on-site position, are you able to work full-time from the office?

English is Wolt's company language, therefore only English CVs will be accepted. Have you double-checked so that your CV is in English?

CVs in Georgian or any other language will unfortunately, be autorejected.

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Your responses to these demographic questions are secure and optional. Any voluntary data you provide will not be shared with anyone connected to your recruitment or hiring process. There will be no negative consequences if you don’t want to participate, if you only answer some questions, or if you select “I don’t want to answer” for any question. Any option you choose will in no way affect your opportunity to work at Wolt.

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Support Manager (Shared Service Center)

Job description