How Wolt Enhances Customer Support with Qminder | Service Intelligence Podcast ft. David Griffith
0:00 – Introduction & Guest Welcome
1:00 – David’s Journey into Support Work
2:36 – What’s your role today at Wolt?
5:04 – Why does support matter so much?
8:44 – Support across Estonia, Latvia, Lithuania – localized teams
10:51 – What is "enduringly empathetic" support?
14:48 – Measuring empathy through customer satisfaction scores
22:04 – Key metrics: Speed, CSAT, ticket volume, consistency
25:34 – Why averages can be misleading – using percent thresholds
28:00 – SLAs vs KPIs – aiming for consistency, not constant growth
32:40 – Managing team stress from high ticket volume
38:19 – Favorite resources: Help Scout, Dare to Lead, Radical Candor
41:00 – David’s Leadership Style: Always Learning, Always Testing
In this episode of the Qminder Service Intelligence Podcast, we talk with David Griffith, Head of Customer Support for Wolt in the Baltic region. Wolt is a rapidly growing food delivery platform operating in 23 countries and over 180 cities worldwide.
David shares his unique journey of joining Wolt just before the first wave of COVID-19—right when demand for food delivery services skyrocketed. He discusses how he scaled his support team from 20 to 70 people in under a year, and the challenges and lessons learned during this intense growth period.
We dive into:
How to scale customer support teams rapidly and effectively
Why empathy is essential in support work, especially during high-pressure situations
How data and analytics help improve the quality and efficiency of customer support
Strategies for maintaining service quality in a fast-changing environment
Whether you're in support operations, logistics, or team management, this episode is packed with actionable insights.
Don’t forget to like, comment, and subscribe for more expert conversations!
Watch Qminder in action with a 14-day free trial:
https://dashboard.qminder.com/signup/...
Our customers love us! Check what they say about Qminder: https://www.capterra.com/p/160462/Qmi…
Explore more about Qminder: https://www.qminder.com
Follow Us On:
Facebook: / qminder
X: https://x.com/Qminder
LinkedIn: / qminder
#woltk #Qminder #CustomerSupport #FoodDelivery #ScalingTeams #DataDriven #SupportLeadership #CustomerExperience #StartupLeadership #TeamManagement #SupportOps #CXLeaders #TechPodcast #BusinessPodcast #OperationsManagement #PodcastInterview #LeadershipInsights #BehindTheScenes #TechTalk