English-Speaking Support Associate

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Wolt

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

🍽️ Food & Beverage

📦 Logistics

✈️ Travel

💰 $530M Series E on 2021-01

Food & Beverage • Logistics • Travel

Wolt is a technology company that specializes in delivering food and other goods to customers' homes. Operating across various countries, Wolt partners with local restaurants, stores, and couriers to provide an efficient and user-friendly delivery service. Their platform allows users to easily order and track their deliveries, while also offering opportunities for couriers and local merchants to expand their reach and increase their earnings. Additionally, Wolt provides various services like Wolt Drive, Wolt Market, and promotional tools such as Wolt+ and Wolt Ads. Wolt also emphasizes sustainability and community support in its operations.

📋 Description

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support • Resolve escalations, operational issues, and time-sensitive cases quickly and professionally • Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs • Maintain a high-quality customer experience using empathy, clear communication, and Wolt’s tone of voice • Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines • Use multiple tools simultaneously, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates • Participate fully in the two-week training and onboarding process • Work 8-hour morning, afternoon, or night shifts, including weekends and holidays, according to business needs

🎯 Requirements

• Excellent communication skills and plenty of patience • Persistence, kindness, and empathy • Great attention to detail and strong focus • Ability to handle complex tasks requiring quick thinking and organization • Ability to handle stressful situations and multitask across incoming interactions • Ability to make fast decisions in challenging moments • Understanding of great customer experience • Fluent in Serbian and English (C1) • At least a high school diploma • Willingness to work shifts, weekends, and holidays in a 24/7 operation • Comfortable with new apps and systems and able to adapt quickly to changes • Strong and reliable internet connection • Suitable remote working environment without distractions • Availability to fully participate in training and onboarding • Previous work experience is welcome, especially in a similar role, but is not required

🏖️ Benefits

• Fully remote work • Starting salary: 105000 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours) • 5-day work week • 60 minutes of paid break time • At least 25 days of paid vacation, with a possibility for additional paid days off • Private Health Insurance • 15% cashback on your Wolt orders • Access to the FitPass program • 2-week structured onboarding program • Structured mentoring from our Team Leads • Training sessions, workshops, and learning opportunities to enhance your skills • A clear career development path • Wolt-wide training programs • Employee Assistance Program for you and your immediate family • A friendly, tolerant, and inclusive work environment • All necessary equipment for your work (laptop, monitor, headset)