Job Description

So… we have built this rocketship. We call it Wolt. And we’re on a mission to make cities a better place to live with the help of technology. We started in 2014 in Finland, and with a customer-obsessed mindset, we have now reached 24 countries. We are best known for our food delivery platform, yet we are on a journey to become an ‘’everything’’ app so you can get almost anything in your city delivered to your doorstep in less than an hour. We’ve grown significantly in the last few years, and we’re just getting started. 

We launched in Norway in 2018 and have since grown our national coverage to more than 30 cities in Norway, including Oslo, Trondheim, Bergen, Stavanger, Kristiansand and Tromsø to mention a few - with more more cities to come.
Our support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners, retail partners and courier partners all run smoothly. But it is not only about making things run smoothly - support is much bigger than that for us at Wolt. We really love to excite and delight our customers and see support as a key to a stellar customer journey and a way to our customers' hearts in the long run.

As our Customer and Partner Experience Manager you will lead 8-10 of our Norwegian Support Team Leads and inspire the high-quality standard of service that we provide to our customers and partners in Norway and Iceland. With their excellent management skills, our Customer Support Team Leads ensure that our Support Associates are running the operations between customers, restaurant partners and courier partners smoothly. 

What you'll be doing

• Coach and develop the Customer Support Team Leads, helping them grow as individuals and leaders. 
• Inspire the team to achieve excellence every day, helping them see how customer interactions serve a larger purpose than simply fixing problems. You walk the extra mile to make sure we beat records all the time.
• Raise the bar of the service we provide and the way we do support by setting targets for yourself and the Customer Support Team Leads, empowering and holding them accountable for the performance, personal development and happiness of all team members. 
• Ensure we have the right processes in place for optimal daily operations and set the structure and direction required to handle a high number of customer and partner interactions on a daily basis.
• Apply a data driven mindset to everything we do, using data to drive actions and make decisions, supporting your intuition with data.
• Work collaboratively and productively with other functions and teams, both locally and globally, to improve customer experience and satisfaction while creating smooth and engaging customer and partner journeys. 
• Work together with our Head of Support and the other Support Managers to develop strategies to improve customer experience and satisfaction while creating engaged and happy customers and partners. 
• Getting stuff done: Hustle, hustle, hustle

Qualifications

• You enjoy leading and growing a team, and you have a proven track record of leading leaders to high performance in a high paced environment.
• You are passionate about customer service and you make sure your team always understands our purpose and are inspired to pull in the same direction.
• You are an operational leader with great instincts for balancing day to day operations with the long term thinking required to develop and grow a large team. 
• 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’re tech-savvy and enjoy learning and teaching others how to use tools and drive performance.
• You are able to translate data into actions and use data to help Support and other teams understand how Team Leads are progressing according to their 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 environment.
• You are fluent in Norwegian and English and speak and write with clarity and purpose.

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! 
We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!
If you have any further questions about the position before submitting an application, you can turn to:
Laura Ilioaea, Talent Acquisition Partner:
[email protected]Please note that we do not accept applications coming through email due to GDPR. Make sure to apply through our careers page!