Support Team Lead

About the Opportunity

Wolt is hiring a Support Team Lead to manage and develop a team of Support Associates within its Shared Service Center.

This is a full-time, fully remote position that must be performed from Serbia. The role combines people leadership, performance management, customer-support operations, coaching, workforce coverage, escalation handling, and continuous improvement.

What You’ll Do

• Lead, coach, and motivate a team of Support Associates.
• Run regular one-to-one meetings and provide continuous performance feedback.
• Own team performance against quality, productivity, and customer-satisfaction targets.
• Support onboarding and ongoing career development for team members.
• Use operational data and performance metrics to identify areas for improvement.
• Monitor staffing and shift coverage to maintain service levels across markets.
• Handle complex escalations, operational issues, and time-sensitive support cases.
• Identify recurring problems and work with cross-functional teams to improve processes.
• Ensure adherence to internal policies, playbooks, refund policies, and escalation procedures.
• Keep the team informed about process changes, training materials, and market updates.
• Build an inclusive, supportive, and high-performing team culture.

Required Background

Candidates should have previous experience leading or coaching a team, ideally within customer support or a contact-center environment.

The role requires strong communication, patience, empathy, organizational skills, and the ability to give clear and constructive feedback.

Leadership and Operations Skills

Candidates should be comfortable making quick decisions under pressure, using performance data to coach teams, and prioritizing effectively in a fast-moving support operation.

Fluent English at C1 level or higher is required, together with at least a high school diploma.

Schedule

Wolt Customer Support operates 24 hours a day, seven days a week, throughout the year.

Candidates must be able to work morning, afternoon, or night shifts, including weekends and holidays, depending on operational needs.

Remote Work

This role is fully remote, but all work must be performed from Serbia.

Candidates need reliable internet and a suitable distraction-free remote workspace.

Travel

Occasional work travel may be required.

Compensation

No numerical compensation range is disclosed in the official listing.

About Wolt

Wolt operates a technology platform connecting consumers with restaurants, retailers, merchants, and courier partners across multiple markets.

Candidates applying through WorkinVirtual will be directed to Wolt’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.