English-Speaking Support Associate (Full-time

About the role

You take full ownership of the customer support experience for Wolt users across multiple markets, ensuring every interaction reflects the company's values of empathy and clarity. You own the end-to-end resolution of inquiries, guiding cases from initial contact through to successful closure while maintaining strict adherence to quality standards. This role requires you to build trust with customers, couriers, and merchants by listening actively and responding with patience and precision. You are the frontline voice of Wolt, using your judgment to balance speed and thoroughness in fast-paced situations. You contribute directly to customer retention and partner satisfaction by solving problems before they escalate. You collaborate closely with cross-functional teams to share insights that improve products and processes. You represent Wolt's culture by communicating professionally and positively in every interaction. You continuously refine your skills, applying feedback to deliver consistently exceptional service.

Key facts

What you'll do

Handle customer, courier, and merchant inquiries through live chat, phone, and email support while maintaining a calm and helpful demeanor.

Resolve escalations, operational issues, and time-sensitive cases quickly and professionally, prioritizing accuracy and clear communication.

Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs, adapting to shifting priorities.

Maintain a high-quality customer experience by using empathy, clear communication, and Wolt's tone of voice in every interaction.

Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines with consistent diligence.

Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools, to provide accurate responses.

Stay up to date with new processes, market changes, training materials, and internal updates to ensure your knowledge remains current and reliable.

Accept responsibility for learning new systems quickly and applying that knowledge to solve complex support cases efficiently.

Demonstrate ownership by monitoring your performance, seeking feedback, and improving the quality of your support over time.

Contribute to a positive team dynamic by supporting colleagues, sharing best practices, and participating in continuous improvement discussions.

Assist in maintaining smooth operations by reporting systemic issues, suggesting practical solutions, and following up on implemented changes.

Handle sensitive information with care, maintaining confidentiality and following all company policies regarding data security and privacy.

Act as a bridge between customers and internal teams, translating feedback into actionable insights that support product and service improvements.

Embrace flexibility in scheduling, including shifts, weekends, and holidays, since we operate 24/7 to serve our global user base.

Approach each interaction with a focus on long-term customer loyalty, using patience and problem-solving to build lasting relationships.

Requirements

You have excellent communication skills and plenty of patience, allowing you to handle complex situations with calm and clarity.

You show persistence, kindness, and empathy, which help you find the best solution for everyone involved in a given situation.

You have great attention to detail and strong focus, ensuring accuracy even when managing multiple tasks at once.

You are not intimidated by complex tasks that require quick thinking, good organization, and the ability to adapt on the fly.

You handle stressful situations well, you multitask effectively, and you can manage multiple incoming interactions with ease and professionalism.

Making fast, confident decisions in challenging moments is one of your key strengths, and you take responsibility for the outcomes.

You understand the importance of great customer experience and are committed to upholding Wolt's standards in every interaction.

You are fluent in both Serbian and English at a C1 level, enabling clear and nuanced communication with all users.

You have at least a high school diploma, and you are willing to continue developing your skills through training and real-world practice.

You are willing to work in shifts, including nights, weekends, and holidays, since we operate 24/7 to support users around the clock.

You are comfortable with new apps and systems, and adapt quickly to changes in tools, processes, and priorities.

Any previous work experience is welcome, especially in a similar role, but prior experience is not required as we provide full training.

You are legally authorized to work in Serbia and meet all employment eligibility requirements without restriction.

You can commit to the scheduled shifts and maintain reliable attendance once accepted into the role.

You follow instructions accurately and demonstrate a strong willingness to learn and apply new knowledge consistently.

You communicate respectfully and professionally at all times, representing Wolt in a positive and constructive manner.

Nice to have

Any previous work experience in a customer-facing or support role is appreciated but not mandatory.

Familiarity with online platforms, apps, and digital tools helps you adapt faster to Wolt's systems.

A background in logistics, delivery services, or e-commerce can be beneficial due to the nature of the business.

Basic understanding of support software, ticketing systems, or CRM tools is considered a plus if you have encountered them before.

Practical notes

This is a fully remote position based in Serbia, allowing you to work from anywhere within the country with reliable internet connectivity.

The role operates on a shift basis, including evenings, nights, weekends, and holidays, to ensure continuous support coverage.

You must have access to a stable internet connection, a quiet workspace, and suitable devices for remote work.

Training and onboarding are provided in full, so no prior experience with Wolt's systems is necessary at the start.

The position requires a high level of professionalism, responsiveness, and ownership in all interactions.

You will be required to adhere to Wolt's code of conduct, data protection policies, and internal security guidelines at all times.