Support Team Lead
W
WoltCustomer support
This is a fully remote position, but all work must be performed from Serbia onlyFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- You’re fluent in English (C1 or higher)
- Required Skills
- CoachingProcess improvementCustomer support
Requirements
- Previous experience leading or coaching a team, ideally in customer support or a contact center.
- Fluent in English (C1 or higher).
- At least a high school diploma.
- Willingness to work shifts, including morning, afternoon, or night shifts, weekends, and holidays, depending on business needs.
- Strong and reliable internet connection and a suitable remote working environment without distractions.
- Comfort with new apps and systems and ability to adapt quickly to change.
- Ability to use performance metrics to coach a team and improve results.
- Ability to prioritize under pressure and stay calm in stressful situations.
Responsibilities
- Lead, coach, and motivate a team of Support Associates through regular 1:1s and continuous feedback.
- Own team performance against quality, productivity, and customer satisfaction targets.
- Mentor associates during onboarding and support their growth and career development.
- Analyze performance data and drive concrete improvements.
- Monitor staffing and shift coverage to maintain service levels across markets.
- Handle complex escalations, operational issues, and time-sensitive cases.
- Identify recurring issues and process gaps, and drive improvements with cross-functional stakeholders.
- Ensure the team follows internal processes, company policies, playbooks, refund policies, and escalation paths.
- Keep the team informed about new processes, market changes, training materials, and internal updates.
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