Support Quality Manager

In 2020, the Financial Times named us Europe’s second fastest-growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

Wolt is more than just a food and retail delivery operation – we are built upon a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service, our own logistics platform allows us to optimize our couriers' work to get you the food you want as fast as possible, and our restaurant platform allows restaurants to offer exciting food experiences for our customers in an optimal way.

We work in small teams with high ownership, with each team focusing on a key area of the Wolt product stack. Every one of our product team members has a say in where we are going and what solutions we implement. We work with passion, but we haven't forgotten how to have fun along the way!

WHAT YOU’LL BE DOING

As a Support Quality Manager – Customer Support, you will lead and develop the Customer Support Quality function across your assigned markets. This role focuses exclusively on service quality and customer experience, ensuring that our support agents consistently deliver accurate, empathetic, and policy-aligned service across all customer interactions.

You will oversee quality audits of customer support cases, drive structured feedback loops, improve grading consistency, and partner with operations and training to elevate agent performance and CSAT outcomes.

This is not a product or software testing role, it is an operational quality leadership position within Customer Support.

Day-to-day in this role you’ll:

• Lead and develop the local Customer Support Quality team, owning audit coverage, grading accuracy, and coaching impact.
• Oversee ticket and interaction audits to ensure adherence to service standards, tone of voice, and resolution accuracy.
• Monitor CSAT trends and support KPIs, identifying quality gaps and driving targeted improvement plans.
• Ensure calibration consistency across markets and maintain alignment with global Support Quality frameworks.
• Run RCA processes for low-CSAT cases and implement structured quality improvement initiatives.
• Partner closely with Support Operations, Training, and Content to translate quality insights into agent development actions.

OUR HUMBLE EXPECTATIONS*

Experience leading a Customer Support Quality / Service Quality / Contact Center QA team.Strong understanding of case auditing, grading frameworks, calibration processes, and CSAT drivers.Experience working in a support operations environment (contact center, BPO, or in-house support).Strong analytical skills with the ability to translate quality data into operational improvements.Excellent stakeholder management skills and experience working cross-functionally within operations.

WHAT WE OFFER

• A key leadership role with real impact on how millions of customers experience Wolt support.
• The opportunity to shape and scale quality practices in a growing, global tech company.
• Close collaboration with international teams and exposure to global quality initiatives.
• A culture built on trust, ownership, and continuous improvement.
• Competitive compensation and local benefits.
• A supportive, people-first environment that genuinely encourages learning and development.

NEXT STEPS*

After applying, you can expect an initial screening call followed by interviews focused on leadership, quality expertise, and collaboration. The process is designed to be transparent and efficient, giving you a clear understanding of the role, the team, and life at Wolt.

OUR COMMITMENT TO DIVERSITY AND INCLUSION

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. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash .