Group Customer Service Manager

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.

We’ve raised more than €707M in financing from renowned U.S. and European-based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest-growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

Wolt is more than just a food and retail delivery operation – we are built upon a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service, our own logistics platform allows us to optimize our couriers' work to get you the food you want as fast as possible, and our restaurant platform allows restaurants to offer exciting food experiences for our customers in an optimal way.

We work in small teams with high ownership, with each team focusing on a key area of the Wolt product stack. Every one of our product team members has a say in where we are going and what solutions we implement. We work with passion, but we haven't forgotten how to have fun along the way!

What you’ll be doing

We are looking for a Group Support Service Manager to lead the Courier Support function at our Haifa site. This role will manage Team Leads and be responsible for service quality, operational performance, and the professional development of the teams within the domain.

This is a meaningful leadership role that includes leading multiple teams and managers, working closely with local and global stakeholders, and directly influencing both courier experience and site performance.

Day-to-day in this role you’ll:

•  Manage, coach, and develop Team Leads within Courier Support.
• Own team performance across quality, efficiency, and service metrics, including CSAT, HT, SLA, and productivity.
• Build work plans, identify performance gaps, and lead data-driven improvement initiatives.
• Implement management routines, performance controls, and feedback practices across managers and teams.
• Lead performance improvement processes and employee development, while addressing professional and behavioral gaps when needed.
• Oversee day-to-day operations, task prioritization, and resource allocation based on operational needs.
• Partner closely with internal stakeholders, including Operations, Quality, Training, Workforce Management, and Global leadership.
• Lead projects and change initiatives within Courier Support while maintaining high-quality service and performance.
• Foster a professional, engaged, and growth-oriented work environment for managers and agents.

Our humble expectations* 

• Previous experience managing teams or managers in a service, operations, or fast-paced environment.
• Proven ability to lead performance, analyze data, and build effective work plans.
• Strong people-management skills, including coaching, giving feedback, developing managers, and leading challenging conversations.
• High level of ownership, independence, and ability to lead initiatives end to end.
• Strong prioritization and decision-making skills in a dynamic, fast-paced environment.
• Excellent interpersonal and stakeholder-management skills.
• Fluent Hebrew and English.
• Familiarity with Courier Support or Wolt systems is an advantage.

If you are a people-focused leader who can drive change, turn data into action, and deliver results on the ground, we would love to hear from you.

USA: Pay Transparency Range: 72000.0 - 105900.0 USD
Canada: Pay Transparency Range: 80000.0 - 100000.0 CAD