Support Team Lead – Remote (Serbia)

About the role

Wolt is looking for a Support Team Lead to manage its remote customer support team in Serbia. You will guide a group of agents who ensure smooth interactions between customers, couriers, and merchants, delivering world‑class service across the marketplace.

Key responsibilities

• Lead by example, demonstrating customer‑obsessed behavior in every interaction.
• Analyse support data, identify trends and turn insights into concrete improvement actions.
• Recruit, mentor and manage a high‑performing support team, providing feedback and motivation to meet service goals.
• Collaborate with product, operations and local market teams to ensure seamless service delivery.
• Drive process optimisation by adopting AI tools, automation and new technologies to make reporting and workflows smarter.

Required profile

• Proven leadership experience in customer support or experience‑focused roles.
• Strong analytical mindset with a passion for turning data into action.
• Fluent in Serbian and English (C1 level).
• People‑oriented, able to motivate and empower team members.
• Tech‑savvy, eager to learn and teach new tools and systems.
• Positive, can‑do attitude.

Required skills

• Advanced Excel for data analysis and reporting.
• Data analysis and interpretation.