Support Associate (remote)

About the role

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. As a Support Associate, you take ownership of partner and customer interactions from first contact to final resolution. You own the full end-to-end experience for users within the Wolt app ecosystem. You own the quality of conversations and the clarity of communication in every chat session. You own the stability of operations by identifying patterns and escalating systemic issues. You own the learning journey by actively absorbing new tools, policies, and product updates. You own the feedback loop by turning user insights into actionable improvements for the platform.

Key facts

What you'll do

Handle customer inquiries via chat, acting as the primary link between courier partners, merchant partners, and end users of the Wolt app.

Provide quick and effective feedback, resolving escalations and managing technical issues with calm and structured problem-solving.

Review and respond to user feedback, extracting insights and translating them into clear, constructive replies.

Oversee and manage operations in the cities where Wolt operates, ensuring local workflows remain smooth and consistent.

Maintain a great customer experience by monitoring performance daily and identifying opportunities for improvement.

Work on quality assurance and platform management, checking interactions and system behavior for accuracy and compliance.

Conduct proactive checks on incoming requests to prevent bottlenecks and reduce wait times for users.

Document each interaction thoroughly, following templates and standards so that knowledge is preserved and repeatable.

Collaborate with internal teams to share common issues and support best practices across channels.

Adapt communication style to different user personalities while keeping tone professional, empathetic, and solution-focused.

Track your daily activities and outcomes to ensure that response times and satisfaction targets are consistently met.

Support continuous learning by attending training sessions and applying new knowledge to real-world conversations.

Promote the Wolt values of ownership, transparency, and kindness in every message you send to partners and customers.

Use available tools and resources efficiently to navigate systems and resolve queries in a single interaction when possible.

Report recurring themes or systemic problems to supervisors so that they can be addressed at the platform level.

Requirements

You are fluent in both Croatian and English, able to write and speak with clarity in both languages.

You have at least a high school diploma or equivalent educational background.

You are comfortable with new apps and systems and adapt quickly to changing interfaces and processes.

You handle stressful situations and multitasking with ease, maintaining composure under pressure.

You have persistence and kindness, which help you find solutions that satisfy all parties involved.

You make fast decisions in challenging moments using strong judgment and organizational skills.

You understand the importance of great customer experience and are motivated to uphold it in every interaction.

You have great attention to detail and strong focus, ensuring accuracy in every message you send.

You are not intimidated by complex tasks that require quick thinking and good organization.

Any previous work experience is welcome, especially in a similar role, but it is not a requirement as we will teach you everything you need to know.

You are self-motivated and able to work independently while contributing positively to a remote team.

You respect company policies and follow procedures consistently to ensure reliable and compliant support.

You communicate clearly and professionally, with patience and empathy in every customer interaction.

Practical notes

This role is remote, allowing you to work from Zagreb, Croatia, while supporting users across Wolt markets.

The schedule follows a 5-day work week with clearly defined shifts to ensure coverage across time zones.

You will receive all necessary equipment, including a dual-screen desktop workstation and a headset, to perform your duties efficiently.

After an initial probation period, you are eligible for structured mentoring from Team Leads and access to a clear career development path.

Wolt provides 100% paid sick leave for the first 7 days to support your wellbeing.

You are entitled to at least 25 days of paid vacation, with the possibility of additional paid days off based on performance and business needs.

A 3-week structured onboarding program is in place to help you integrate smoothly into the team and processes.

Employees have access to the PassSport program, along with a 15% discount on Wolt orders as part of the benefits package.

Additional health insurance is provided, including 24/7 medical center access, annual health checkups, and specialist exams.

Employment terms and conditions, including compensation specifics, may vary based on local regulations and internal policies as defined by SOURCE.

Hiring for this role is ongoing, so we encourage you to apply promptly and submit your application through the official channel. The selection process may include assessments and interviews focused on communication skills, problem-solving, and cultural fit. Successful candidates will demonstrate patience, persistence, and a strong commitment to delivering exceptional service. We value diversity and create an inclusive environment where every team member can grow and contribute meaningfully. If you are ready to take on this challenge and build a long-term career in a growing global company, we welcome your application and look forward to reviewing your profile.