English-Speaking Support Associate (Full-time - Remote)

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

⭐ Join Wolt as an English-Speaking Support Associate ⭐

We're on the lookout for full-time (40 hrs/week) Support Associates who speak English fluently to join our amazing Support team and be a part of our Shared Service Center, supporting multiple Wolt countries worldwide.

💙 What you’ll be doing:

As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting.

🌟 Day-to-day in this role, you’ll:

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

📝 Your profile:

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