English speaking Support Associate (Part-Time, Remote)

The role

You will handle customer, courier and merchant inquiries through live chat, phone and email. You will resolve escalations and time-sensitive cases while keeping a high-quality customer experience across 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
• Fast decision-making in challenging moments
• Fluent in Serbian and English (C1)
• At least a high school diploma
• Willingness to work in shifts, weekends and holidays
• Comfortable with new apps and systems and quick to adapt to changes
• A strong and reliable internet connection and a suitable remote working environment without distractions
• Availability to fully participate in the training and onboarding process

Nice to have

• Previous work experience, especially in a similar role

Benefits

• Fully remote work
• At least 25 days of paid vacation, with possibility of 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 Team Leads
• Training sessions, workshops and learning opportunities
• Clear career development path
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family
• All necessary equipment (laptop, monitor, headset)

Before you apply

• All work must be performed from Serbia
• Candidates must be available for the full training and onboarding process
• Shift work including weekends and holidays is required
• Wolt will never ask you to pay money or share sensitive financial information during hiring

About the company

Wolt creates technology for delivery of food and, increasingly, almost everything, in over 500 cities in 30 countries. In 2022 it joined forces with DoorDash.