SSC Support Team Lead

TL;DR

SSC Support Team Lead: Managing customer support team for delivery marketplace with an accent on analytics, optimization, and high-quality service standards. Focus on analyzing request patterns, developing strategies for customer experience, recruiting/mentoring talent, and ensuring SLA compliance.

Location: Fully remote from Romania

Company

Tech company building a delivery platform for food and more, operating in 500+ cities across 30 countries, part of DoorDash.

What you will do

• Lead by example in customer-obsessed support, raising standards for interactions.
• Analyze incoming requests, identify patterns, and drive optimizations using data.
• Collaborate with Head of Support on strategies to boost customer satisfaction.
• Recruit, mentor, manage team performance, and ensure motivation and SLA achievement.
• Communicate effectively with customers, couriers, and merchants using appropriate tone.
• Hustle to get things done in a fast-paced environment.

Requirements

• Fluent/native in Romanian and full proficiency in English (C1)
• Proven leadership in customer experience or similar field.
• Experience with analytics, customer insights, and data-driven actions.
• Passion for customer experience and engaging with people.
• Tech-savvy with support tools; ability to multi-task and think on feet.
• Can-do attitude for fast-paced entrepreneurial setting.

Culture & Benefits

• High-growth environment with challenges, learning, and fun.
• Self-starter culture with drive and entrepreneurial spirit.
• Commitment to diversity, inclusion, and empowering teams.
• Opportunity to build and ship more than in most companies.

Hiring process

• Review applications on ongoing basis; attach CV.
• Conversations start after application.