Support Team Lead

About this role

Responsibilities

• Leading by example: Show what customer-obsession truly means at Wolt by setting a high bar for quality, tone of voice, and ownership in customer interactions
• Analyzing and optimizing: Identify patterns and trends in incoming support requests, translate insights into actions, and drive continuous improvements using data and reporting
• Strategizing: Work closely with the Support Manager to develop and execute strategies that improve customer experience, satisfaction, and operational efficiency
• Running operations: Take high ownership of day-to-day team leadership, ensuring SLA, quality, and CSAT targets are consistently met
• Collaborating: Work closely with Managers, Support Team Leads across the Baltics, Support Associates, CTQ, WFM, IT, HR, and local stakeholder teams
• Getting stuff done: Stay proactive, manage time effectively, and keep things moving in a fast-paced environment
• Proven leadership experience in customer support, customer experience, or a related field

Requirements

• Strong ability to motivate, mentor, and manage a support team in a fast-paced environment
• Passion for analytics and customer insights, with confidence working with data, spreadsheets, and reports
• Data-driven mindset and ability to turn insights into clear actions aligned with KPIs
• Fluent in Lithuanian and English
• Tech-savvy and eager to learn and teach others how to use support tools more effectively
• Can-do attitude, strong ownership, and comfort making independent decisions
• Ability to multitask, think on your feet, and build trust with both your team and stakeholders

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. Are you an experienced customer support professional with leadership experience and a passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, we’d love to chat. With our excellent customer service, the Support teams are the glue that holds the Wolt marketplace together. We ensure that operations between customers, merchant partners, and courier partners run smoothly every day. As our next Support Team Lead for Lithuania, you’ll manage a local Support team and inspire a consistently high standard of service across the market. In this role, you’ll combine people leadership, analytical thinking, and a strong ownership mindset to continuously improve how support is delivered. This is a great internal growth opportunity for someone ready to lead, influence, and create impact at scale. What you’ll be doing Leading by example: Show what customer-obsession truly means at Wolt by setting a high bar for quality, tone of voice, and ownership in customer interactions Analyzing and optimizing: Identify patterns and trends in incoming support requests, translate insights into actions, and drive continuous improvements using data and reporting Strategizing: Work closely with the Support Manager to develop and execute strategies that improve customer experience, satisfaction, and operational efficiency Running operations: Take high ownership of day-to-day team leadership, ensuring SLA, quality, and CSAT targets are consistently met Collaborating: Work closely with Managers, Support Team Leads across the Baltics, Support Associates, CTQ, WFM, IT, HR, and local stakeholder teams Getting stuff done: Stay proactive, manage time effectively, and keep things moving in a fast-paced environment Our humble expectations Proven leadership experience in customer support, customer experience, or a related field Strong ability to motivate, mentor, and manage a support team in a fast-paced environment Passion for analytics and customer insights, with confidence working with data, spreadsheets, and reports Data-driven mindset and ability to turn insights into clear actions aligned with KPIs Fluent in Lithuanian and English Tech-savvy and eager to learn and teach others how to use support tools more effectively Can-do attitude, strong ownership, and comfort making independent decisions Ability to multitask, think on your feet, and build trust with both your team and stakeholders Next steps If you’re excited about working in a high-growth environment, taking ownership, and leading a high-impact Support team in Lithuania, click “Apply” and let’s start the conversation. We review applications on an ongoing basis, so if this sounds like the opportunity you’ve been waiting for, apply today and don’t forget to attach your CV.