Support Associate

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Wolt

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2014

👥 B2C

🛍️ eCommerce

🚗 Transport

💰 $530M Series E on 2021-01

B2C • eCommerce • Transport

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 by 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 at the same time, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates

🎯 Requirements

• Excellent communication skills and plenty of patience • Persistence, kindness, and empathy help you find the best solution for everyone involved • Great attention to detail and strong focus • You’re not intimidated by complex tasks that require quick thinking and good organization • You handle stressful situations, you multitask, and you can handle multiple incoming interactions with ease • Making fast decisions in challenging moments is one of your strengths • You understand the importance of great customer experience • You’re fluent in both Serbian and English (C1) • You have at least a high school diploma • You are willing to work in night shifts, and on weekends, holidays, 00:00-08:00 • You’re comfortable with new apps and systems, and adapt quickly to changes • Any previous work experience is welcome, especially in a similar role - but it’s not a requirement! We’ll teach you everything you need to know.

🏖️ Benefits

• Fully remote work • 60 minutes of paid break time - You will receive the legally required 30-minute paid break, plus an additional 30 minutes of paid break provided by us as an employee benefit • 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 • 2-3-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, your growth as a Support Associate is our priority! With our support, you’ll have opportunities to grow and build your career within the company • 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)