📍 Job Overview

Job Title: Head of Customer Support
Company: Wolt
Location: Tashkent, Uzbekistan
Job Type: On-site
Category: Customer Support & Success
Date Posted: 2025-06-24
Experience Level: 5-10 years

🚀 Role Summary

Strategic Leadership: Drive customer support strategy, ensuring high customer satisfaction and partner satisfaction.
Team Management: Lead and mentor multiple teams within the support organization, fostering a solution-oriented mindset.
Performance Analysis: Utilize data tools to analyze support metrics, make informed decisions, and set performance expectations.
Organizational Growth: Design organizational structure, hire talent, and scale support teams to meet demand.
Cross-functional Collaboration: Work closely with various teams to improve support processes and maintain high service levels.

📝 Enhancement Note: This role requires a strong blend of strategic thinking, hands-on management, and analytical skills to succeed in a fast-paced, growing environment.

💻 Primary Responsibilities

Team Leadership: Manage, mentor, and motivate Customer Support Team Leads, helping them raise the bar in their teams.
Problem Solving: Identify and address incoming and foreseen problems, driving a solution-oriented mindset and best practices.
Performance Management: Monitor and analyze support metrics, driving performance improvements and setting realistic expectations.
Strategic Planning: Develop and execute sustainable strategies to maintain high customer and partner satisfaction.
Organizational Design: Design the support organization's structure, ensuring it's primed for success and growth.
Talent Acquisition: Hire and onboard talented individuals to grow the support team and maintain a high level of service.

📝 Enhancement Note: This role involves a mix of strategic planning, hands-on management, and data-driven decision-making, requiring a versatile and proactive approach.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Management, or a related field. Relevant experience may substitute for formal education.

Experience: Proven track record of 5-10 years in customer strategy consulting, customer operations excellence, or a similar role, with a strong focus on problem-solving and team leadership.

Required Skills:

Solid people management experience
Proven track record of leading high-performing teams
Experience in project management
Analytical mindset with a strong focus on support metrics
Ability to translate data into actions and explain team progress according to KPIs and budget
Excellent communication skills in Uzbek, English, and Russian

Preferred Skills:

Experience in customer support or customer success
Familiarity with data tools and analytics
Ability to think on your feet and multi-task
Tech-savvy with a willingness to learn and teach others
Can-do attitude and readiness to work in a fast-paced startup environment

📝 Enhancement Note: While experience in customer support is preferred, the primary focus for this role is on problem-solving and team leadership, making it an ideal fit for candidates with a strong background in customer strategy consulting or customer operations excellence.

📊 Portfolio & Project Requirements

As this is a management role, a portfolio is not required. However, candidates should be prepared to discuss their past experiences, achievements, and the impact they've made on their previous teams.

💵 Compensation & Benefits

Salary Range: Competitive salary package, with the exact range depending on experience and qualifications. Research indicates that mid-level customer support managers in Tashkent, Uzbekistan, typically earn between 12,000,000 - 18,000,000 UZS ($1,300 - $2,000 USD) per year.

Benefits:

Stock Options: Eligible for Wolt's stock option plan
Competitive salary and benefits package
Opportunities for professional growth and development in a high-growth environment

Working Hours: Full-time position, with standard working hours Monday through Friday. Occasional flexibility may be required to meet project deadlines or handle maintenance issues.

📝 Enhancement Note: Salary estimates are based on regional market research and may vary depending on the candidate's experience and qualifications. Benefits may include health insurance, retirement plans, and other perks common to the tech industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, Food Delivery & Logistics

Company Size: Medium (500-1,000 employees)

Founded: 2014

Team Structure:

Multiple support teams, each led by a Customer Support Team Lead
Cross-functional collaboration with various teams, including operations, marketing, and product
Flat organizational structure with a strong emphasis on autonomy and ownership

Development Methodology:

Agile/Scrum methodologies for project planning and execution
Regular sprint planning, code reviews, and quality assurance practices
Continuous integration and deployment pipelines for server management and infrastructure

Company Website: Wolt

📝 Enhancement Note: Wolt's culture emphasizes autonomy, ownership, and continuous learning, providing an ideal environment for candidates who thrive in fast-paced, high-growth environments.

📈 Career & Growth Analysis

Customer Support Career Level: This role is suited for experienced customer support professionals looking to take the next step in their careers, transitioning from a team lead or senior individual contributor role into a management position.

Reporting Structure: The Head of Customer Support will report directly to the Head of Operations or a similarly senior role, depending on the company's organizational structure.

Technical Impact: This role has a significant impact on customer satisfaction, partner satisfaction, and overall business success by ensuring high-quality support and maintaining service level agreements.

Growth Opportunities:

Career Progression: With Wolt's rapid growth, there are ample opportunities for career advancement into senior management or leadership roles within the support organization or other departments.
Skill Development: The role offers continuous learning opportunities, as candidates will gain experience in strategic planning, data analysis, and team management.
Technical Leadership: As the support organization grows, there may be opportunities to take on more technical responsibilities or lead cross-functional projects.

📝 Enhancement Note: Wolt's fast-paced growth and flat organizational structure provide numerous opportunities for career advancement and professional development.

🌐 Work Environment

Office Type: Modern, collaborative workspace with an emphasis on open communication and teamwork

Office Location(s): Tashkent, Uzbekistan

Workspace Context:

Collaborative workspaces with ample room for team interaction and brainstorming
Access to multiple monitors and testing devices to ensure high-quality support
Cross-functional collaboration with various teams, including operations, marketing, and product

Work Schedule: Standard working hours Monday through Friday, with occasional flexibility required to meet project deadlines or handle maintenance issues.

📝 Enhancement Note: Wolt's work environment emphasizes collaboration, open communication, and continuous learning, providing an ideal setting for candidates who thrive in dynamic, fast-paced environments.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit (15-30 minutes)
Case Study & Problem-Solving: A practical exercise or case study to evaluate problem-solving skills and strategic thinking (60-90 minutes)
Behavioral & Situational Questions: An in-depth discussion to assess leadership skills, team management, and decision-making abilities (60-90 minutes)
Final Interview: A meeting with senior leadership to discuss the role, company culture, and long-term growth opportunities (30-60 minutes)

Portfolio Review Tips:

Prepare examples of past achievements, highlighting your impact on customer satisfaction, team management, and process improvement
Be ready to discuss your approach to problem-solving, data analysis, and strategic planning
Familiarize yourself with Wolt's business model, target market, and competitive landscape

Technical Challenge Preparation:

Brush up on your problem-solving skills, focusing on customer support scenarios and data analysis
Review your past experiences, identifying specific examples of successful team management, process improvement, and strategic planning
Research Wolt's company culture, values, and mission to ensure a strong cultural fit

ATS Keywords: Customer Support, Customer Success, Team Management, Problem Solving, Data Analysis, Strategic Planning, Agile Methodologies, Cross-Functional Collaboration, Customer Satisfaction, Partner Satisfaction, Service Level Agreements

📝 Enhancement Note: Wolt's interview process emphasizes practical problem-solving, strategic thinking, and leadership skills, making it essential for candidates to prepare thoroughly and demonstrate a strong understanding of the role and the company.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk or similar customer support ticketing system
Data analysis tools, such as Google Analytics or Tableau
Collaboration tools, such as Slack or Microsoft Teams
Project management tools, such as Jira or Asana

Required Technical Skills:

Proficiency in customer support ticketing systems and data analysis tools
Strong working knowledge of project management principles and methodologies
Excellent communication skills in Uzbek, English, and Russian
Familiarity with Agile/Scrum methodologies and cross-functional collaboration

📝 Enhancement Note: While this role does not require deep technical expertise, a solid understanding of customer support tools, data analysis, and project management is essential for success.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Focus on customer satisfaction and partner success above all else
Proactive: Anticipate and address customer needs before they arise
Adaptable: Embrace change and continuous learning to improve support processes and service quality
Collaborative: Work closely with cross-functional teams to improve support processes and maintain high service levels

Collaboration Style:

Cross-Functional: Work closely with various teams, including operations, marketing, and product, to improve support processes and maintain high service levels
Data-Driven: Utilize data and analytics to inform decision-making and drive continuous improvement
Solution-Oriented: Focus on finding and implementing practical solutions to customer issues and support challenges

📝 Enhancement Note: Wolt's customer support culture emphasizes customer-centricity, proactivity, adaptability, and collaboration, providing an ideal environment for candidates who thrive in dynamic, fast-paced environments.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support: Develop and implement strategies to scale support teams and processes to meet growing demand
Data Analysis: Utilize data tools to analyze support metrics, identify trends, and make data-driven decisions
Cross-Functional Collaboration: Work closely with various teams to improve support processes and maintain high service levels
Strategic Planning: Develop and execute sustainable strategies to maintain high customer and partner satisfaction

Learning & Development Opportunities:

Career Progression: With Wolt's rapid growth, there are ample opportunities for career advancement into senior management or leadership roles within the support organization or other departments.
Skill Development: The role offers continuous learning opportunities, as candidates will gain experience in strategic planning, data analysis, and team management.
Technical Leadership: As the support organization grows, there may be opportunities to take on more technical responsibilities or lead cross-functional projects.

📝 Enhancement Note: Wolt's fast-paced growth and dynamic environment present numerous challenges and growth opportunities for candidates looking to expand their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex customer support issue you've faced and how you resolved it, highlighting your problem-solving skills and strategic thinking.
Data Analysis: Walk us through your approach to analyzing support metrics and using data to drive decision-making and improve customer satisfaction.
Team Management: Share an example of a time when you led a team through a significant challenge, emphasizing your leadership skills, communication, and adaptability.

Company & Culture Questions:

Customer-Centricity: How do you ensure that customer satisfaction is always your top priority, even in challenging situations?
Collaboration: Describe your experience working with cross-functional teams to improve support processes and maintain high service levels.
Adaptability: Share an example of a time when you had to adapt to a significant change in your role or the company, and how you handled it.

Portfolio Presentation Strategy:

Storytelling: Use specific examples and anecdotes to illustrate your problem-solving skills, leadership abilities, and strategic thinking.
Data-Driven: Showcase your ability to analyze data and use it to inform decision-making and improve customer satisfaction.
Collaboration: Highlight your experience working with cross-functional teams to improve support processes and maintain high service levels.

📝 Enhancement Note: Wolt's interview process emphasizes practical problem-solving, strategic thinking, and leadership skills, making it essential for candidates to prepare thoroughly and demonstrate a strong understanding of the role and the company.

📌 Application Steps

To apply for this Head of Customer Support position at Wolt:

Tailor Your Resume: Customize your resume to highlight your relevant experience, achievements, and skills in customer support, team management, and strategic planning.
Prepare Your Portfolio: While not required, be ready to discuss your past experiences, achievements, and the impact you've made on your previous teams. Focus on examples that demonstrate your problem-solving skills, leadership abilities, and strategic thinking.
Research Wolt: Familiarize yourself with Wolt's business model, target market, and competitive landscape. Understand their customer support culture, values, and approach to customer success.
Practice Interview Questions: Brush up on your problem-solving skills, focusing on customer support scenarios and data analysis. Review your past experiences, identifying specific examples of successful team management, process improvement, and strategic planning. Research Wolt's company culture, values, and mission to ensure a strong cultural fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Wolt before making application decisions.

Head of Customer Support