SSC Support Manager-Remote

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. At Wolt, we create technology that brings joy, simplicity, and earnings to the neighborhoods of the world. What started in 2014 as restaurant delivery has evolved into the delivery of (almost) everything. Today, we're operating in over 500 cities across 30 countries, and since joining forces with DoorDash in 2022, we're continuing to dream bigger and expand even further. Working at Wolt isn't always easy—but it's always exciting. You'll learn faster, build more, and make a bigger impact than you might anywhere else. If you're a self-starter with an entrepreneurial mindset who enjoys solving problems and leading people, this could be the opportunity for you. About the role We're looking for an experienced Support Manager to join our Romania Shared Service Center team in a fully remote role. As a Support Manager, you'll lead a team of Support Leads and play a key role in shaping a high-performing, customer-obsessed support organization. You'll partner closely with the Head of Support and cross-functional teams to drive operational excellence, improve customer and partner experiences, and develop strong leaders who help their teams thrive. This role is ideal for someone who combines strategic thinking with hands-on leadership, enjoys working in a fast-paced environment, and takes ownership beyond the obvious. What you'll be doing Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center. Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth. Drive strategic initiatives and execute improvements that enhance the overall support experience. Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements. Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards. Introduce and implement new ways of working while encouraging feedback and continuous improvement. Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience. Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence. Our humble expectations Excellent verbal and written communication skills in both English and Romanian . 3–5 years of people leadership experience, ideally within Customer Support, Customer Service, or another operations environment. A genuine passion for creating outstanding customer experiences and developing high-performing teams. Strong coaching and leadership skills with the ability to motivate, develop, and inspire others. Experience using data to identify trends, make informed decisions, and drive operational improvements. Strong analytical skills and proficiency in Excel and Microsoft Office tools. Excellent organizational skills, with the ability to prioritize effectively and manage multiple initiatives simultaneously. Strong presentation and stakeholder management skills. A proactive, hands-on mindset and the ability to thrive in a fast-paced, ever-changing environment. Experience in project management or formal people management traini…