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.
The Operations Associate, Courier Community acts as the heartbeat of the courier partner support ecosystem. Serving as the first line of human support beyond frontline Customer Support, this role is the critical bridge between Wolt and its courier partners.
In this role, you will balance deep empathy with efficient, high-volume problem-solving — handling complex escalations, localized communications, sensitive account situations, and workflow automations that keep courier partners informed, supported, and valued.
Key ResponsibilitiesInbox Management & Advanced Support
- Manage courier inbox channels to handle complex, partner-submitted requests.
- Resolve escalated tickets transferred from Support that fall outside frontline scope, including complaints, bug reports, and sensitive account updates.
- Maintain team SLAs by keeping inbox tasks within a target 72-hour reply rate and resolving open board tickets efficiently.
Content Ownership & Localization
- Localize regional and global courier-facing communications for specific country languages and cultural contexts.
- Maintain and continuously update localized courier platforms, including country FAQs, educational content, and operational resources.
- Proactively maintain information accessibility so couriers can easily self-solve issues without contacting support.
Cross-Functional Communication & Enablement
- Coordinate ad-hoc courier announcements (e.g., weather-related boosts) in alignment with Communications and Supply Activation teams.
- Create macros, guidance documents, and tools for Customer Support to empower frontline agents to resolve cases independently.
- Assist onboarding teams with document verification, profile activations, and country-specific onboarding tasks.
Community Engagement & Feedback Loops
- Drive community engagement by supporting local feedback initiatives and courier events.
- Capture operational insights from courier feedback and translate them into process, documentation, and tool improvements.
AI & Process Automation
- Leverage AI tools day-to-day to generate clear, empathetic response templates and reduce manual workloads for routine inquiries.
- Utilize AI and self-service tools to summarize ticket escalations, maintain up-to-date knowledge bases, and build smart routing workflows.
Key Performance Indicators (KPIs) & Impact
- Courier Satisfaction: Measured through feedback scores, response quality, and communication empathy.
- Time to Resolution (TTR): Fast, efficient, and accurate resolution for complex tickets passed from Support or directly from courier partners.
- Inflow Reduction: Lower overall ticket volume achieved through scalable documentation, improved Support macros, and self-service automation.
- Localization Quality: High accuracy and quick turnaround time for market-specific announcements and content updates.
- Work experience in Customer Support, Operations or other similar roles.
- Professional fluency in English and Serbian.
- Proficiency with Excel or Google Sheets.
- Strong capability to diagnose operational issues, identify root causes, and determine when and how to escalate.
- Clear, empathetic, and professional written communication skills.
- Ownership & Accountability: Taking full responsibility for tasks until completion and communicating early when blocked.
- Attention to Detail: Meticulous with workflows, deadlines, and sensitive partner details.
- Multitasking & Adaptability: Thriving in a fast-paced environment where priorities dynamically adjust.
- FitPass Membership
- Private health insurance + possibility for Family health insurance
- Wolt Credit program
- Employee Assistance Program (EAP)
- Career progression opportunities
Please submit your application and resume in English. The interview process begins with a conversation with Talent Acquisition, followed by a meeting with the hiring manager. As a final step, you'll present a take-home assignment.
If this sounds like the kind of challenge you're looking for, we'd love to hear from you. We'll be reviewing applications on an ongoing basis and will close the role once we've found the right person, so we encourage you to apply as soon as possible!
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Skills Required
- Work experience in Customer Support, Operations or similar roles
- Professional fluency in English and Serbian
- Proficiency with Excel or Google Sheets
- Experience leveraging AI tools for response generation, summarization, or process automation
- Ability to diagnose operational issues, identify root causes, and determine escalation
- Clear, empathetic, and professional written communication skills
- Experience with localization and adapting communications for regional languages and cultural contexts
- Ownership, accountability, attention to detail, multitasking and adaptability in fast-paced environments
Wolt Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wolt and has not been reviewed or approved by Wolt.
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Equity Value & Accessibility — Corporate postings highlight equity as part of the compensation package, offering ownership potential alongside salary and benefits. Mentions of stock in certain locations indicate accessible participation beyond base pay.
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Leave & Time Off Breadth — Job materials describe generous vacation allowances and strong time‑off policies in several markets. A global parental‑leave policy with top‑ups beyond statutory levels is also cited.
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Wellbeing & Lifestyle Benefits — Materials describe wellness support such as an Employee Assistance Program, fitness or sports perks, and product credits or discounts. Country‑specific allowances and perk platforms add practical lifestyle value in some locations.
Wolt Insights
What We Do
Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.
