SSC Support Manager

Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service?

Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading!

What you’ll be doing

With their excellent leadership and coordination skills, our SSC Support Managers are the driving force behind consistent, high-quality service across multiple countries. As the Support Manager for the SSC team based in Serbia, you will lead and support our Team Leads and Associates, ensuring smooth operations not only locally, but also across other markets supported by the SSC. Your role will be critical in building collaboration, optimizing performance, and aligning with key stakeholders to enhance the overall support experience.

Day-to-day in this role you’ll:

Scaling & Team Expansion

• Lead efforts to scale the SSC support function by forecasting future support needs and developing hiring plans accordingly.
• Take ownership of hiring, onboarding, and integrating new team members as the support operation grows across countries.
• Design and evolve team structures, leadership layers, and knowledge flows to support a larger, more complex support operation without compromising quality or speed.

Leadership & People Development

• Guide and support the Customer Support Team Leads in order to foster a strong coaching culture that promotes continuous learning and accountability that improves the Associates performance and personal development and happiness
• Lead by example and show what customer-obsessed means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The Support Manager will lead by example and raise the bar for the way support is provided at Wolt.
• Own the performance management framework for the SSC support team, including goal-setting, KPI tracking, and occupancy monitoring.

Multi-Market & Stakeholder Collaboration

• Serve as the SSC point of contact for regional and functional stakeholders across countries supported by the SSC.
• Collaborate with local support teams and cross-functional stakeholders to ensure consistent service delivery, escalation handling, and knowledge sharing.
• Proactively participate in meetings and planning cycles with other teams to align on country-specific needs.

Agile Operations & Process Improvements

• Promote agile ways of working by adapting quickly to changes in volume, tools, or processes, while helping the team do the same.
• Analyze data to spot underlying issues, propose strategic improvements, and translate metrics into clear actions.
• Build regular reporting mechanisms that help stakeholders and internal teams understand performance and capacity.

Our humble expectations

• Demonstrated ability to lead and develop high-performing teams - you enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance.
• Proven experience in customer support or service management, including leadership roles (3-5 years).
• You are customer obsessed, as well as have excellent problem-solving and decision-making abilities.
• You are able to translate data into actions and understand how the team is progressing according to the KPI’s.
• You have strong presentation skills and can formulate yourself very well, both verbally as well as in written form.
• Proven ability to collaborate across multiple teams and manage stakeholder expectations with confidence and transparency.
• You are fluent in English and Serbian.

What we offer

• Private Health insurance
• Fully remote work
• Wolt credits cashback benefit - enjoy home deliveries with Wolt and receive in return a percentage of your total order value as Wolt credits to your own account.
• Employee assistance program - offers practical information and counseling on a variety of topics not just to you, but also your nearest and dearest, such as a family member.
• Wolt-wide training programs - our very own Wolt programs, role and country specific trainings and self-service learning resources.
• Team budgets per year - to spend for dinners and activities with your colleagues.

Next steps

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 on-going basis, so if this sounds like an opportunity you want to pursue, apply today and don`t forget to attach your CV!