Support Team Lead - Remote (Shared Service Center)

About the role

Wolt is looking for an experienced Team Lead to join its Shared Service Center and lead a team of Support Associates delivering service across multiple Wolt markets worldwide. The role balances people leadership with operational delivery, mentoring associates while driving quality, performance and customer service in a fast-paced, always-on setting. It is fully remote, based in Serbia.

Key responsibilities

• Lead, coach and motivate a team of Support Associates through regular 1:1s and continuous feedback
• Own the team's performance against quality, productivity and customer satisfaction targets
• Mentor associates through onboarding and beyond, and own performance management
• Analyse data and drive concrete improvements; identify recurring issues and process gaps and work with cross-functional stakeholders
• Monitor staffing and shift coverage to keep service levels on track across markets
• Handle complex escalations, operational issues and time-sensitive cases, and step in when the team needs support
• Ensure the team follows internal processes, policies, playbooks, refund policies and escalation paths, and keep them informed of updates

Required profile

• Previous experience leading or coaching a team, ideally in customer support or contact centers
• Fluent English (C1 or higher)
• High school diploma
• Willingness to work in shifts, including weekends and holidays, and availability for training, onboarding and occasional work travel
• Comfortable with new apps and systems and quick to adapt

Required skills

• Excellent communication and the ability to give clear, constructive feedback
• Data awareness and use of performance metrics to coach the team
• Attention to detail, organization and prioritization under pressure
• Ability to make fast decisions and stay calm in stressful situations

What we offer

• Fully remote work with a 5-day work week
• At least 25 days of paid vacation, private health insurance and 15% cashback on Wolt orders
• FitPass access, structured onboarding and mentoring from Support Managers
• Training, workshops, Wolt-wide programs and a clear career path
• Employee Assistance Program and all necessary remote work equipment