Summary
Overview
Work History
Education
Skills
Timeline
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Roberts Rautenbergs

Support Specialist
Riga

Summary

Experienced Customer Support Specialist with a technical focus, having spent 4 years at Wolt, driving process improvements and solving local technical challenges across payments, partners, and IT systems. Skilled in internally used platforms like Intercom, Ravelin, and Looker, with a strong ability to take ownership and leverage changes for improved outcomes. Proven track record in leading projects, optimizing workflows, and delivering excellent customer service while adapting to rapid changes in a fast-paced environment.

Overview

11
11
years of professional experience

Work History

Support Specialist

Wolt
04.2024 - Current
  • Specialize in the technical side of customer support, Improve systems and streamline processes.
  • Design and improve Intercom bots, automation rules, and chat triggers, to boost efficiency
  • Contributed to the Intercom to Converse transition, providing feedback, translations, testing, and adapting changes for a smooth shift.
  • Regularly use of Platforms like Ravelin, Looker, Monday, Iterable, Favro, and Slack bots to improve support team operations.
  • Known as the "tech guy" in dealing with device issues, merchant menu errors, app updates, payments and overall system troubleshooting.
  • Took on a leadership role in the baltic_tech_poc team, guiding the team in brainstorming sessions, managing tool transitions, MAL implementations, and general workflow improvements.
  • Delivering exceptional customer service, handling escalated cases, and being a go-to person for tough situations.
  • Trained new team members, setting high standards for performance and ensuring everyone followed best practices.

Support Associate

Wolt
04.2021 - 04.2024
  • Provided top-notch support for customers, couriers, venues, and partners in a fast-paced, high-pressure environment.
  • Quickly adapted to new tools, interfaces, and features as Wolt expanded, making sure everything ran smoothly.
  • Managed a high volume of support tickets, troubleshooting and resolving issues, often without automation systems and pre-made information sources.
  • Built strong relationships and worked closely with internal teams.
  • Demonstrated good problem-solving skills, often thinking outside the box to address unique and complex challenges.
  • Remained loyal to the company throughout various changes, and contributed to team success by staying flexible, adapting to changes, and helping to improve internal processes as the company scaled.

Chef Assistant

Various Restaurants
01.2014 - 12.2020
  • Assisted in daily Restaurant operations, supporting chefs with everyday tasks, payment handlings, menu planning, event catering, banquets and fine dining services.
  • Developed strong multitasking and time management skills while handling long hours and demanding tasks.
  • Adapted easily to different restaurant environments, always contributing to the team and keeping things running smoothly.
  • Improved problem-solving skills by addressing unexpected challenges.
  • Gained valuable cross-cultural experience working at French restaurant in New York, showcasing adaptability and the ability to work in diverse, dynamic teams.

Education

High School Diploma -

Riga Christian School
Riga
04.2001 -

Skills

    Technical Troubleshooting

    Cross-Department Collaboration

    Process & Workflow Improvement

    Leadership & Project Management

    Customer & Partner Support

    Adaptability and Problem-Solving

    Product Knowledge and leverage (Wolt Systems)

    Technical Expertise in Platforms (Intercom, Ravelin, Looker, Monday, Iterable, Favro, Converse, Ops, Slack)

Timeline

Support Specialist

Wolt
04.2024 - Current

Support Associate

Wolt
04.2021 - 04.2024

Chef Assistant

Various Restaurants
01.2014 - 12.2020

High School Diploma -

Riga Christian School
04.2001 -

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Roberts RautenbergsSupport Specialist