Support manager

At Wolt, we make cities better by connecting customers, merchants, and courier partners through our platform. We are looking for a Support Manager to lead Team Leads, drive performance, and help scale support operations with a strong focus on service quality and continuous improvement.

• Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners
• Contribute to strategic initiatives and their execution in order to constantly improve the service proposition
• Guide and coach the team in order to improve the associate’s performance, personal development and happiness
• Implement new work procedures and features and encourage feedback around these
• Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements.
• Collaborate closely with other teams to meet the needs of the customers and improve overall level of service.
• Lead, coach, and develop a team of Team Leads to ensure high performance and engagement.
• Drive operational KPIs, including quality, productivity, customer satisfaction, and service levels.
• Analyze performance data and identify opportunities for improvement.
• Partner with cross-functional stakeholders to solve operational challenges and improve the customer experience.
• Lead process improvement, automation, and AI adoption initiatives within Support.
• Support workforce planning, performance management, and team growth.
• Foster a culture of accountability, continuous learning, and operational excellence.

• You can formulate yourself very well, both verbally as well as in written form in English and Kazakh or Russian
• You are customer obsessed and have experience in Customer Support or Customer Service.
• You have relevant experience in leading a team.
• You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
• Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritise.
• You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills.
• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment.
• You have strong presentational skills and proficiency in Office tools

• A unique opportunity to lead and develop support leaders in one of Europe’s fastest-growing technology companies.
• High ownership and visibility, with the ability to directly influence team performance and customer experience.
• The chance to drive operational excellence, process improvements, and AI adoption at scale.
• A collaborative, low-hierarchy culture where your ideas and initiatives can make a real impact.
• Opportunities for professional growth, leadership development, and internal career progression.
• Competitive compensation, benefits, and the flexibility of working in a fast-paced, international environment.