Support Manager
Wolt
Almaty, Kazakhstan
4 дня назад

Role background

With their excellent management skills, our Customer Support Team Leads are the glue that holds together the marketplace.

They ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Manager you will lead our Customer Support Team Leads in Kazakhstan and inspire the high-quality standard of service that we provide to our customers and partners throughout the country.

What you'll be doing

  • Guide and train the Customer Support Team Leads in order to improve the Associates performance and personal development and happiness
  • Implement new work procedures and features and allow feedback around these
  • Analyzing and optimizing : You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here!
  • Work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers.
  • Our humble expectations

  • You have already managed Team Leads and you're excited to join our award-winning Operations team.
  • You enjoy leading and growing a team, and do your best to make sure your team always understands the purpose of why they should provide the best possible service.
  • You’re tech-savvy and enjoy learning and teaching others how to use our Customer Support tools.
  • You are able to translate data into actions and make the rest of the core team understand how Team Leads are progressing according to the KPI’s.
  • You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.
  • You have strong leadership skills and know-how to motivate your team
  • You are fluent in Kazakh and English.
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