Head of Support Israel, CXI International Operations

About Wolt At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. The CXI International Operations group is responsible for delivering exceptional support experiences to customers, merchants, and couriers across all Wolt and Deliveroo markets. We're looking for a Head of Support, Israel, to strengthen Wolt Israel's Customer Support as a key competitive advantage. This role is responsible for the overall customer experience and satisfaction of both consumers (B2C) and partners (B2B—including restaurants, retail partners, and couriers), ensuring exceptional real-time support while driving customer retention and loyalty. The Head of Support will lead an organization of more than 2,000 people across in-house and outsourced operations in Israel and abroad. The role is also responsible for leading the Israel Strategy & Operations team and partnering closely with stakeholders across Product, Operations, Analytics, Workforce Management, and other functions. What you’ll be doing As the Head of Support, you will play a pivotal role in maintaining Wolt’s reputation for customer obsession, leading a large-scale support organization, and driving strategic improvements. Your day-to-day responsibilities include: Day-to-day in this role you’ll: Drive Quality of Service: Build a customer-centric culture focused on quality, ensuring a consistent tone of voice, robust quality assurance and coaching programs, and fair and effective performance management across all teams. Lead and Develop Senior Leaders: Lead and mentor a team of senior leaders across the Israel Support organization, including Site Managers, Vendor Managers, and Strategy & Operations Managers, while fostering a culture of innovation, operational excellence, ownership, and accountability. Own the Support Budget: Oversee and manage the support budget, ensuring the strategic allocation of resources across teams and initiatives. Drive cost efficiency through operational improvements, optimized refund spend and deductions, and streamlined organizational structures. Serve as a Member of the Israel Leadership Team: Partner closely with leaders across Courier Operations, Merchant Operations, Marketing, and other functions to create new collaboration models that proactively address customer pain points. Partner with Global Teams: Collaborate with Global Workforce Management, Content, Quality & Training, Shared Service Centers, Product, and Analytics teams to strengthen global-local collaboration and serve as the Directly Responsible Individual (DRI) for high-impact regional initiatives. Drive Innovation: Partner with Global teams to design and implement new operating models for Wolt Support while remaining true to Wolt's customer-centric values. Our humble expectations At least 5 years of experience leading customer support organizations of more than 200 support associates, team leaders, and shift managers. Native Hebrew speaker with strong English proficiency. Proven track record of developing, mentoring, and promoting support professionals across multiple leadership levels. Experienced change leader with demonstrated success improving key operational KPIs through structured planning and execution. At least 2 years of experience managing analysts and project managers within Customer Experience or Customer Support organizations. Experience impl…