SSC Support Manager

Wolt

Support Manager for Wolt's Romania Shared Service Center, driving operational excellence and coaching support leads. Join a rapidly growing tech company focused on exceptional customer experiences.

Posted 7/6/2026full-timeRemote • 🇷🇴 RomaniaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and coaching abilities to develop high-performing teams while driving customer satisfaction and operational excellence. Utilizes data analysis and stakeholder collaboration to implement strategic improvements in support processes.

Highest-signal resume keywords

People Leadership ExperienceCustomer Support ExpertiseData Analysis ProficiencyCoaching and Mentoring SkillsProject Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisOperational ImprovementExcel ProficiencyMicrosoft Office ToolsCustomer Experience Design

Soft Skills

Excellent Communication SkillsOrganizational SkillsPresentation SkillsStakeholder ManagementProactive Mindset

Industry Keywords

Customer SupportShared Service CenterContinuous ImprovementPerformance ManagementCustomer Satisfaction

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 training is considered a plus.

Benefits

Comp & perks

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences and perspectives.