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

The role

You will handle customer, courier and merchant questions through live chat, phone and email. You will resolve escalations and time-sensitive cases across multiple Wolt markets.

What you will do

• Handle customer, courier and merchant inquiries through live chat, phone and email
• Resolve escalations, operational issues and time-sensitive cases quickly and professionally
• Support multiple Wolt markets, countries, user types and ticket flows depending on 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 and escalation paths
• Use multiple tools at the same time, including support platforms, knowledge bases and operational tools
• Stay up to date with new processes, market changes, training materials and internal updates

Required qualifications

• Excellent communication skills and plenty of patience
• Persistence, kindness and empathy
• Great attention to detail and strong focus
• Ability to handle stressful situations and multitask
• Making fast decisions in challenging moments
• Fluent in both Serbian and English (C1)
• At least a high school diploma
• Willing to work in shifts, weekends and holidays
• Comfortable with new apps and systems and adapts quickly to changes
• Strong and reliable internet connection and a suitable remote work environment without distractions
• Available to fully participate in the training and onboarding process

Nice to have

• Previous work experience, especially in a similar role

Benefits

• Fully remote work
• Starting salary plus weekend, holiday and night pay premiums
• 60 minutes of paid break time per day
• At least 25 days of paid vacation, with 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 Team Leads
• Training sessions, workshops and learning opportunities
• Clear career development path
• Employee Assistance Program for you and your immediate family

Before you apply

• Work must be performed from Serbia only
• Candidates must be available to fully participate in training and onboarding
• Shift work, including weekends and holidays, is required

About the company

Wolt creates delivery technology and operates in over 500 cities in 30 countries. In 2022 it joined forces with DoorDash.