Luka Cupic
@lukacupic
I lead support operations, improving customer experience, team performance, onboarding, and service processes at Wolt.
SerbiaWhat I'm looking for
At Wolt Serbia, I lead support operations and work with the Head of Customer Support to improve customer experience, satisfaction, and engagement.
I recruit, mentor, and manage team members while analyzing incoming support requests, identifying patterns, and translating insights into operational improvements. I coordinate daily activities and maintain effective communication with customers, couriers, and restaurant partners.
Previously, as a Support Shift Lead, I oversaw break schedules, workload efficiency, team wellbeing, cash handling, fraud prevention, and KPI monitoring. I also helped resolve issues requiring team support.
I began at Wolt as a Support Associate, supporting customers, courier partners, and venues through live chat and phone across different countries. I've contributed to onboarding, mentoring, support process optimization, customer satisfaction, and response-time improvements.
Experience
Work history, roles, and key accomplishments
Collaborated with the Head of Customer Support to develop strategies for improving customer experience and satisfaction. Managed recruiting, mentoring, and team performance, and analyzed incoming requests to identify patterns and drive improvements.
Education
Degrees, certifications, and relevant coursework
Faculty of Geography
Tourism
Studied at the Faculty of Geography, Department for Tourism.
Tech stack
Software and tools used professionally
Availability
Location
SerbiaAuthorized to work in
Job categories
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