Serbian-Speaking Support Associate

About the role

This position is dedicated to providing high quality support to customers and partners who use Wolt's services, specifically focusing on interactions in English while leveraging your native Serbian language skills. You will be based in Kragujevac, Serbia, working within a hybrid model that combines remote flexibility with regular presence in the office to foster collaboration. The role operates within a fast-paced, dynamic environment where you will handle a wide variety of issues with professionalism and calmness. You will own the entire lifecycle of customer and partner interactions, ensuring that problems are resolved efficiently and effectively from start to finish. Success in this position requires a proactive mindset and the ability to take initiative in identifying and solving problems before they escalate. You will play a critical role in maintaining the smooth operation of delivery services by acting as a vital link between users, partners, and internal teams. This is an excellent opportunity for a self-motivated individual who thrives on responsibility and wants to make a tangible impact on the daily operations of a global company.

Key facts

What you'll do

Set the tone in live chat and phone conversations with users and partners to ensure interactions are professional, clear, and solution-oriented.

Guide smooth delivery operations by coordinating steps across teams and time zones to resolve complex issues efficiently and accurately.

Build support capabilities alongside teammates from both Wolt and DoorDash through shared learning initiatives and collaborative knowledge sharing.

Shield partners from disruption by handling complex cases calmly, managing escalations correctly, and maintaining service continuity.

Organize clear documentation of support solutions so that procedures remain usable and accessible for future colleagues and team members.

Coordinate with operations teams to ensure that courier and venue needs are visible, understood, and addressed in a timely manner.

Test support journeys end to end to identify friction points and potential improvements before they negatively impact customers.

Partner with internal product and operations teams to turn user and partner feedback into concrete improvements that reduce repeat issues.

Monitor the performance of support processes and suggest adjustments that enhance efficiency, reduce resolution time, and improve satisfaction.

Act as an ambassador for Wolt by demonstrating the company's values of simplicity, joy, and earnings in every interaction.

Utilize your fluency in Serbian and professional English skills to bridge communication gaps and deliver an exceptional experience for all users.

Take ownership of challenging situations by remaining calm under pressure and finding creative solutions to unexpected problems.

Support the continuous improvement of support tools and workflows to increase efficiency and provide better outcomes for users.

Contribute to a positive team culture by collaborating effectively with colleagues and sharing best practices during team interactions.

Ensure compliance with company policies and procedures while maintaining the highest standards of professionalism and confidentiality.

Requirements

You must possess fluency in the Serbian language with professional working proficiency in English to perform the duties of this role.

You must be comfortable working a hybrid schedule that requires physical presence in the office located in Kragujevac, Serbia, on designated days.

The role requires availability for shifts during mornings, evenings, and weekends because support operations run seven days a week without interruption.

Success in this position requires the ability to thrive in a fast-paced, high-pressure environment while maintaining attention to detail.

You must be a quick learner who can adapt to new tools, processes, and systems without sacrificing accuracy or quality.

You must have strong written and verbal communication skills to articulate solutions clearly and empathetically to diverse users.

You must be able to manage multiple tasks simultaneously while prioritizing effectively to meet deadlines and service level expectations.

You must demonstrate a strong sense of ownership and responsibility for your work and the outcomes of the support interactions you handle.

Nice to have

There are no specific Nice to have items listed in the official job description for this role.