Support Team Lead SSC

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. Are you an experienced customer support professional with leadership experience and passion for delivering exceptional service? Does leading a support team within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! We are looking for an SSC Support Team Lead to join our Support team in Romania and work fully remotely! With our excellent customer service, the support teams are the glue that holds the marketplace together. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As our Support Lead, you will manage our support team and inspire a high-quality standard of service that we provide to our customers and partners throughout the country. WHAT YOU'LL BE DOING * Leading by example and showing what customer-obsessed means: At Wolt, our Customer Support-team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar for the way we do support at Wolt. * Analyzing and optimizing: You will look for patterns in incoming requests, translating it to actions and improvements - get your spreadsheet skills ready, there will be plenty of number crunching to do here! * Strategizing: You will work together with our Head of Customer Support to develop strategies to improve customer experience and satisfaction while creating engaged customers. * Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will provide performance feedback, make sure your team is motivated and meets SLA's. * Communicating: Understanding and setting the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. * Getting stuff done: Hustle, hustle, hustle. OUR HUMBLE EXPECTATIONS * Proven leadership experience and background from customer experience, customer insights, or similar field. * Experience and passion for working with analytics. You love exploring customer insights and patterns to take the customer experience and the way support is done to new heights. * Passionate about customer experience and enjoy working and engaging with people. * Data-driven and able to work with data and turn your findings into actions to help the rest of the core team understand how support is progressing according to the KPIs. * Can-do attitude and positive energy. You enjoy the idea of working in a fast-paced entrepreneurial environment and you like to roll up your sleeves and get things done. * You have the skills and know-how to motivate your team to provide the best service possible. * You’re tech-savvy and enjoy learning and teaching others how to use our support tools and make things smarter. * The ability to think on your feet and multi-task. * You are fluent/native in Romanian language and you have a full proficiency in English (C1). NEXT STEPS If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today and don`t forget to attach your CV! 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.

WHO WE ARE Evora is an international system integrator with focus on mobile and user experience (UX). We are a trusted partner for innovative digital maintenance and service solutions for global and regional customers in Europe, North America, Asia & Pacific. As SAP Gold Partner, Service Now Specialist and Click partner (by Salesforce), we offer consulting services, software development, quality assurance services and system integration based on standard components and products, as well as support & application management. By implementing best-practice solutions while optimizing their processes, we help our customers to be successful in tomorrow's world.   The wisdom, knowledge, and experience of Evora employees at implementing complex workforce management solutions is what sets us apart. We look for the best to hire and to keep. The attractive combination of high-value consulting services with a competitively priced remote development team has proven to be successful in projects worldwide. With a solid growth, currently 450+ Evorians are working in offices in India, US, Brazil, Germany, Austria and Spain.   As a trusted partner for data-driven transformation, we help enterprise customers design, build, and operate modern data platforms, business intelligence solutions, and AI-powered applications across the Microsoft ecosystem. Our team of experienced consultants and engineers delivers end-to-end solutions spanning Microsoft Fabric, Azure Synapse Analytics, Azure Databricks, Power BI, Azure AI Foundry, and Power Platform. With a strong commitment to quality, innovation, and customer proximity, Evora (Connect) combines deep technical expertise with strategic advisory to empower organisations on their digital journey. About Evora IT Solutions & Evora Service Partner Evora IT Solutions Group is a global SAP partner delivering innovative IT services and solutions. As part of our growth strategy, we are establishing the Evora Service Partner Centre (“Evora Service Partner”) — an unified, centralised function supporting all Evora entities globally under a single operating model. Phase 1 of Evora Service Partner will serve our Germany and USA entities, with a clear expansion roadmap to additional regions. WHO WE ARE LOOKING FOR Role Overview The Finance Lead – Evora Service Partner is a senior individual contributor and team lead role based in India, forming part of Evora Group's shared finance delivery model. The role sits within the Evora Service Partner (ESP) organisation in India and operates as a dedicated finance function supporting Evora Group's global entities. You will lead a team of finance professionals in India who provide shared finance services — including general ledger accounting, financial reporting, and process operations — to Evora Group entities globally. While your day-to-day employment and people management are with the ESP Head in India, your finance work is directed by and closely aligned with the Global Finance Lead, ensuring full integration with Evora Group's global finance function. This is a high-impact role for a finance professional who combines technical depth in accounting with a service-delivery mindset, the ability to build trusted cross-cultural working relationships, and the drive to lead a team delivering excellence from India to the world. Required Qualifications & Experience * 10–15+ years of progressive experience in accounting/finance, with strong exposure to multi-entity international environments. * Minimum 3–5 years in a team lead or managerial capacity within a Shared Services Centre (SSC). * Strong expertise in accounting standards: IFRS and HGB; local GAAP knowledge a plus. * Deep understanding of month-end close, balance sheet management, and consolidated financial reporting. * Hands-on experience with ERP systems, preferably SAP (S/4HANA or SAP Cloud ERP an advantage). * Proven track record collaborating with senior global stakeholders and cross-border teams. * CA, CPA, ACCA, or equivalent professional qualification preferred. * Fluent English (written and spoken) essential; German language skills a strong advantage. * Practical experience applying AI tools in a finance or shared services context. * Proven ability to coach teams on new ways of working; comfortable as an informal AI champion. * Grounded understanding of responsible AI use: data sensitivity, compliance boundaries, and appropriate human oversight. WHAT YOU BRING  Shared Finance Service Delivery * Lead the delivery of high-quality, SLA-driven finance services from the India team to Evora Group global entities. * Ensure all deliverables — reporting, reconciliations, close activities — are completed accurately, on time, and to the standard set by the Global Finance Lead. * Serve as the primary point of contact between the India-based finance team and the global finance function. * Monitor service quality, proactively flag issues, and drive resolution in coordination with the Global Finance Lead. General Ledger Ownership & Accounting Excellence * End-to-end ownership of GL processes for Evora Group international entities supported from India. * Ensure accurate and timely month-end, quarter-end, and year-end close (HGB, IFRS, applicable local GAAPs). * Review and approve journal entries, accruals, provisions, and balance sheet reconciliations. * Drive strong accounting practices across AP, AR, fixed assets, and intercompany accounting. * Maintain internal controls, accounting policies, and ongoing audit readiness across all entities served. Financial Reporting & Compliance * Prepare and review financial statements in line with HGB, IFRS, and local statutory requirements. * Support group consolidation and reporting processes in close collaboration with the Global Finance Lead. * Act as a key liaison for internal and external audits across entities served from India. * Ensure compliance with tax, regulatory, and governance requirements across jurisdictions. Team Leadership within the Shared Service Model * Lead, coordinate, and develop the India-based finance team delivering global finance services. * Set clear task priorities and workload plans aligned to global finance calendars and deadlines. * Foster a high-quality, service-oriented team culture focused on accuracy, responsiveness, and continuous improvement. * Support team capability development in coordination with the ESP Head and Global Finance Lead. Global Finance Collaboration * Work closely and proactively with the Global Finance Lead to receive direction, align on priorities, and report on delivery. * Collaborate with onshore finance teams (Germany HQ and other regional offices) to ensure seamless, aligned service delivery. * Provide technical accounting guidance and act as a subject matter expert to global finance stakeholders. * Participate in global finance meetings, planning cycles, and cross-entity initiatives as required. Process Standardisation, Automation & Transformation * Lead standardisation and harmonisation of finance processes across all entities supported from India. * Drive automation and continuous improvement in closing, reconciliation, and reporting workflows. * Actively contribute to group-wide finance transformation initiatives, including SAP Cloud ERP rollout. * Ensure data integrity, chart of accounts consistency, and strong data governance across entities. Systems & Technology * Champion effective ERP usage (SAP preferred) with focus on GL and accounting modules. * Support implementation, testing, and optimisation of finance tools and platforms. AI-First Leadership & Team Enablement * Champion an AI-first mindset within the India finance team — not as a technology project, but as a fundamental shift in how the team works, delivers, and grows. * Model and embed AI-driven ways of working across close, reporting, and reconciliation processes — from automation of routine tasks to AI-assisted analysis and commentary. * Coach team members to use AI as a force multiplier: sharpening human judgment rather than replacing it. * Identify practical AI leverage points that compress cycle times, reduce manual effort, and raise output quality. * Set clear guardrails: ensure AI usage stays within Evora's compliance and data classification policies, and that human accountability is maintained where it matters. * Stay current on AI developments relevant to finance; bring actionable recommendations to the Global Finance Lead. WHAT WE OFFER Our Values – Collaboration, Commitment, Evolution, Entrepreneurship, Happiness, and Trust form the foundation of our organization and guide the way we work and grow together. Company Culture – We foster a collaborative environment where teams work together in integrated virtual teams to serve our customers effectively. We are committed to sharing our success with employees through a strong workplace culture and financial participation. Hybrid Work Model – We follow a hybrid work culture where employees work from the office twice a week, providing flexibility while encouraging collaboration. Great Place to Work – We are proud to be certified multiple times as a Great Place to Work, reflecting our commitment to creating a positive and rewarding workplace. Buddy Program – As part of our hiring process, new joiners are assigned a buddy who helps them understand the team, technology, and company culture before joining, enabling a smoother transition. Growth & Learning – We support continuous learning through training sessions and development programs. Employees also receive access to Udemy for upskilling. Benefits – Our benefits include transportation, office lunch, flexible work options, internet and mobile reimbursements, multiple hub locations, insurance coverage, and more.