Operations Associate, Courier Community

The role

You will be the first line of human support beyond frontline Customer Support for courier partners. You will handle complex escalations, localize courier communications, and build tools that help couriers solve issues on their own.

What you will do

• Manage courier inbox channels for complex, partner-submitted requests
• Resolve escalated tickets from Support, including complaints, bug reports and sensitive account updates
• Keep inbox tasks within a target 72-hour reply rate and resolve open board tickets efficiently
• Localize courier-facing communications for country languages and cultural contexts
• Maintain localized courier platforms, including country FAQs and educational content
• Coordinate ad-hoc courier announcements with Communications and Supply Activation teams
• Create macros and guidance documents to help Customer Support agents resolve cases
• Assist onboarding teams with document verification and profile activations
• Support local courier feedback initiatives and events
• Use AI tools to write response templates, summarize escalations and build routing workflows

Required qualifications

• Professional working experience in Customer Support, Operations or similar roles
• Professional level in English
• Fluent Austrian German
• Proficiency with Excel or Google Sheets
• Ability to diagnose operational issues, find root causes and decide when to escalate
• Clear, empathetic and professional written communication
• Ownership and accountability for tasks until completion
• Attention to detail with workflows, deadlines and sensitive partner details
• Ability to multitask and adapt in a fast-paced environment

Benefits

• Discounted membership fees with MyClubs
• Deals and discounts with local partners
• Wolt Credit program
• Employee Assistance Program (EAP)
• Career progression opportunities

Before you apply

• Application and resume must be submitted in English
• Interview process: conversation with Talent Acquisition, meeting with hiring manager, then a take-home assignment
• Applications are reviewed on an ongoing basis and the role will close once the right person is found

About the company

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