Customer Experience Director

4 days ago


Oslo, Oslo County, Norway Wolt Full time

Wolt is seeking a Customer Experience Director to lead our Support Team. As a seasoned professional in customer service, you'll oversee the delivery of exceptional experiences to our customers.

In this role, you'll mentor and manage a team of Support Associates, ensuring they meet their performance targets. You'll also be responsible for operational management, setting the structure and direction for the team.

A strong leader sets the tone for the team. You'll lead by example, raising the bar for customer service and support. Your targets will align with company goals, and you'll strive to beat new records.

Data analysis is crucial in this role. You'll identify patterns and insights, translating them into actionable improvements. This will help you drive customer satisfaction and loyalty.

Collaboration is key in this position. You'll work closely with other teams to meet customer needs and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems and journeys, you'll contribute to delivering exceptional experiences.

This is a dynamic environment, and we need someone who can adapt quickly. You'll relate and communicate effectively with our customers (couriers, customers, and merchants), understanding their needs and preferences.

You'll contribute to growth and evolution by improving recruitment processes, implementing changes, and measuring progress.

Our Requirements
  1. You have significant leadership experience from a customer service role in a high-paced environment.
  2. You're a data-driven individual who uses insights to inform actions.
  3. You're passionate about customer experience and enjoy working with diverse groups.
  4. You bring positive energy and a proactive approach to the team.
  5. You know how to motivate your team to deliver exceptional service.
  6. You're tech-savvy and enjoy learning and teaching others how to use tools.
  7. You can think critically and prioritize tasks effectively.
  8. You're fluent in Norwegian and English, communicating clearly and concisely.


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