Support Associate

About the Company

Wolt develops technology aimed at bringing joy, convenience, and income opportunities to neighborhoods worldwide. Starting in 2014 as a restaurant food delivery service, Wolt now delivers almost everything, operating in over 500 cities across 30 countries. In 2022, Wolt joined forces with DoorDash to expand globally.

Life at Wolt means facing challenges, learning extensively, growing your skills, and contributing to impactful projects, all within a fun and dynamic environment. If you are proactive, driven, and entrepreneurial in spirit, this role could be an exciting journey.

Role Overview

As a Support Associate, your primary focus will be ensuring that customers and partners enjoy seamless experiences and timely assistance.

Key Responsibilities

• Respond to customer inquiries through chat, acting as a liaison among courier partners, merchant partners, and app users.
• Resolve escalations promptly and address technical problems efficiently.
• Monitor and respond to user feedback systematically.
• Manage city operations within Wolt's service areas.
• Maintain high-quality customer experience and regularly track performance metrics.
• Engage in quality assurance and platform supervision tasks.

Candidate Profile

• Excellent communication abilities paired with patience.
• Determined and empathetic approach to find optimal resolutions for all parties.
• Keen attention to details with strong concentration skills.
• Comfortable handling complex challenges that demand quick thinking and organized actions.
• Ability to manage stress and multitask effectively.
• Decisive in high-pressure situations.
• Commitment to providing outstanding customer experience.
• Fluent in Croatian and English languages.
• Minimum education of high school diploma.
• Adaptable to new applications and systems.
• Previous experience in similar roles is beneficial but not mandatory as full training is provided.

Compensation and Benefits

• Initial gross salary of €1290 plus 50% additional pay for working on weekends, holidays, and night shifts after 10 PM.
• Salary increases to €1350 gross plus 50% extra pay after six months.
• Meal allowance provided.
• Workweek consists of five days.
• Entitlement to at least 25 paid vacation days with potential for extra paid leave.
• Full sick leave paid for the first seven days of illness.
• Access to PassSport program.
• 15% discount on Wolt orders.
• Clear career progression opportunities within the company supported by mentoring and training.
• Employee Assistance Program available to employees and their immediate family.
• Structured onboarding lasting about three weeks with dedicated training and mentorship.
• Inclusive, supportive, and tolerant workplace culture.
• All necessary work equipment is supplied including laptop, monitor, and headset.
• Additional health insurance benefits including round-the-clock medical center access, yearly checkups, specialized consultations, and diagnostic services.

Work Schedule

The Support team operates 7 days a week, 363 days a year, from 8 AM to 2 AM. Staff work 8-hour shifts either in the morning or afternoon and schedule includes weekends and holidays as per organizational demand.

Hiring Process

Training begins through an e-learning platform, followed by close guidance from a trainer during the first week. The full training phase spans 2-3 weeks with ongoing mentorship from Team Leads. Applications are reviewed on a rolling basis with a start date planned for July. Candidates must submit their resumes in PDF format.

Diversity and Inclusion

Wolt is dedicated to fostering a diverse and inclusive community, hiring individuals from a broad range of backgrounds, experiences, and perspectives to stimulate innovation and provide equal opportunities for success.