English-Speaking Support Associate

About Wolt

Wolt builds technology that helps neighborhoods enjoy convenience, joy, and earnings. The company began in 2014 with restaurant food delivery and has since expanded into delivering almost everything. Today, Wolt operates in more than 500 cities across 30 countries. In 2022, it became part of DoorDash, and both companies continue to expand internationally.

Working at Wolt can be demanding, but it is also fast-moving and rewarding. Team members get the chance to learn, grow, and contribute at a pace that is higher than in many other companies. The environment suits people with initiative, ambition, and an entrepreneurial mindset.

Role overview

Wolt is hiring full-time English-speaking Support Associates for its Shared Service Center. The role supports several Wolt countries around the world and requires strong English communication, a service mindset, and the ability to work in a busy, multi-channel support environment.

What you will do

• Respond to customer, courier, and merchant questions via live chat, phone, and email.
• Handle escalated cases, operational problems, and urgent matters in a timely and professional way.
• Assist different Wolt markets, countries, user groups, and ticket queues based on business priorities.
• Protect the customer experience by communicating with empathy and following Wolt’s communication style.
• Work according to internal procedures, company rules, refund guidelines, escalation routes, and operational playbooks.
• Use several tools at once, including support systems, communication platforms, knowledge resources, and operational applications.
• Keep current with updated processes, market changes, training content, and internal announcements.

What we are looking for

• Strong communication skills, patience, persistence, kindness, and empathy.
• Good attention to detail and the ability to stay focused.
• Comfort with complex tasks that require quick reasoning and solid organization.
• Ability to manage stress, multitask, and handle several incoming conversations at the same time.
• Confidence in making quick decisions in difficult situations.
• Understanding of what great customer service looks like.
• Fluency in Serbian and English at C1 level.
• At least a high school diploma.
• Willingness to work shifts, including weekends and holidays, in a 24/7 operation.
• Comfort using new apps and systems, with the ability to adapt quickly to change.
• Previous experience is welcome, especially in a similar position, but it is not mandatory because training will be provided.

Benefits and compensation

• Permanent remote work.
• Starting gross salary of 105000 RSD.
• Additional pay of 50% for weekends, 110% for holidays, and 26% for night hours between 22:00 and 06:00.
• 5-day working week.
• 60 minutes of paid break time each day, including the legally required 30 minutes plus an extra 30 minutes offered as a benefit.
• At least 25 paid vacation days, with the possibility of extra paid days off.
• Private health insurance.
• 15% cashback on Wolt orders.
• Access to FitPass.
• Two-week structured onboarding.
• Mentoring and guidance from Team Leads.
• Training sessions, workshops, and other learning opportunities.
• A defined career growth path within the company.
• Company-wide training programs.
• Employee Assistance Program for employees and their immediate family members.
• A friendly, respectful, and inclusive workplace.
• All required work equipment, including a laptop, monitor, and headset.

Working schedule

Customer Support operates every day of the year, 24 hours a day. Shifts are 8 hours long and may be in the morning, afternoon, or night. Weekend and holiday work may be required depending on business and operational needs.

Technical requirements

• A strong and dependable internet connection and a quiet remote workspace without distractions.
• The position is fully remote, but all work must be performed from Serbia.
• Availability to fully take part in training and onboarding is required.

Onboarding and growth

Training begins on an e-learning platform. During the first week, a trainer will work closely with you, and the full training period lasts two weeks. Throughout training, support is always available during your shifts. After onboarding, your Team Lead continues to guide you as a mentor.

Diversity and inclusion

Wolt is committed to building a more inclusive community across the company, the industry, and the cities it serves. The company values diverse teams and believes innovation grows when people from different backgrounds, experiences, and perspectives have the opportunity and support to succeed.