Support Team Lead - Remote Opportunity

About the Role

We are looking for a Support Team Lead to join our Customer Support team at Wolt. This remote Support Team Lead position offers an exciting opportunity to lead a high-performing team in one of Europe’s fastest-growing tech companies. You will be responsible for guiding and inspiring your team to deliver world-class support, ensuring a seamless experience for our customers, courier partners, and merchants.

What You'll Do

• Lead by example and champion a strong customer-obsessed mindset.
• Inspire, coach, and develop a high-performing support team.
• Hire, onboard, and mentor new team members.
• Monitor team performance and ensure SLAs and CSAT targets are met.
• Analyze data and performance trends to identify improvement opportunities.
• Turn insights into clear, actionable plans.
• Collaborate closely with cross-functional teams and local stakeholders.
• Support operational improvements and process optimization.
• Leverage AI tools and automation opportunities to improve efficiency.
• Foster a positive, motivated, and accountable team culture.

Requirements

• Proven leadership experience in Customer Support or Customer Experience.
• Strong analytical skills with the ability to translate data into action.
• Fluent in Romanian and English (C1 level).
• Excellent communication and coaching skills.
• A people-first mindset with the ability to motivate and empower others.
• Tech-savvy and comfortable learning new tools and systems.
• Comfortable making decisions and managing performance.
• Thrives in a fast-paced, ever-changing environment.
• Proactive, solution-oriented, and hands-on.

Nice to Have

• Experience with AI tools in customer support.
• Knowledge of customer support software and systems.
• Prior experience in a high-growth startup environment.

What We Offer

• Competitive salary and benefits package.
• Flexible working hours and remote work options.
• Opportunities for professional development and growth.
• A diverse and inclusive work environment.
• Team-building activities and social events.

Ready to take ownership and lead a high-impact team? Apply today for this remote Support Team Lead position and let’s start the conversation!