Role background

Wolt is a Finnish technology company and we’re best known for our food delivery platform. Food delivery was just a start, and now we are exploring and expanding our platform with other business verticals in retail and grocery. We’ve grown significantly in the last few years, expanding our operations from just four countries across the Nordics, to 28 countries across Europe and Asia today. And we’re just getting started.

As part of our expansion, we are soon launching in Bulgaria! To get there, we must first assemble a team of motivated superheroes- ranging from sales through onboarding to account management- who’ll make Wolt the go-to brand to order from in Bulgaria too. We are now looking for a Content Specialist to join our team!

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As part of our expansion we are soon launching in Bulgaria, and… we are so excited about it! 

As our Support Lead, you will manage our Bulgarian support teams and inspire a high-quality standard of service that we provide to our customers and partners throughout the country primarily through chat. 

What you'll be doing 

• Leading by example and showing what customer-obsessed means: At Wolt, our Customer Support-team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt. 

• You will provide performance feedback, make sure your team is motivated and meets SLA's. 

• Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. 

• Responsible for your team’s KPIs and productivity 

• Manage the operational work of the team, e.g. shift scheduling 

• Collaborate with all other teams to improve the overall level of service. 

• As a member of the group leadership team, you will have to lead shifts and help the representatives and shift leaders to create a dynamic and effective shift in order to achieve our goals.

• Be an integral member of the group's management team, actively contributing to its success and decision-making processes. 

• Leadership experience of any kind - maybe a team captain or that star who guides and onboards new members of the team. 

• Background from customer service role or customer facing in a high paced environment. 

• You are passionate about customer experience and enjoy working and engaging with people. 

• You are structured and data driven. You love exploring insights and turning your findings into actions. 

  • Moreover you use data to help Support and other teams understand how support is progressing according to the KPIs. 

• You enjoy the idea of working in a fast-paced entrepreneurial environment where you get to roll up your sleeves and get things done. 

• You know how to motivate your team to provide the best service possible. 

• You have the ability to think on your feet and balance conflicting priorities, and you are able to act confidently despite high levels of ambiguity. 

• You are fluent in Bulgarian and English.