This role is no longer accepting applications via Rocketlist.
Support Quality Manager
WoltFood Delivery company
Ramat Gan, IsraelSenior
ICONIQ Capital
Highland Europe
83North
EQT Ventures
Tiger Global
DST Global
Operations & Strategy
About the role
TL;DR
Lead and develop the Customer Support Quality function across assigned markets.
- •Key Responsibilities Lead and develop the local Customer Support Quality team.
- •Oversee ticket and interaction audits to ensure adherence to service standards.
- •Monitor CSAT trends and support KPIs, identifying quality gaps.
- •Run RCA processes for low-CSAT cases and implement quality improvement initiatives.
- •Partner closely with Support Operations, Training, and Content.
- •Requirements 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.
- •Strong analytical skills with the ability to translate quality data into operational improvements.
- •Excellent stakeholder management skills and experience working cross-functionally within operations.
Required skills
Customer Service
Domain expertise
ecommerce