[Hiring] Support Associate Night-Worker @Wolt - English

Role Description

As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting.

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support
• Resolve escalations, operational issues, and time-sensitive cases quickly and professionally
• Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs
• Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice
• Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines
• Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools
• Stay up to date with new processes, market changes, training materials, and internal updates

Qualifications

• Excellent communication skills and plenty of patience
• Persistence, kindness, and empathy help you find the best solution for everyone involved
• Great attention to detail and strong focus
• You’re not intimidated by complex tasks that require quick thinking and good organization
• You handle stressful situations, you multitask, and you can handle multiple incoming interactions with ease
• Making fast decisions in challenging moments is one of your strengths
• You understand the importance of great customer experience
• You’re fluent in both Serbian and English (C1)
• You have at least a high school diploma
• You are willing to work in night shifts, and on weekends, holidays, 00:00-08:00
• You’re comfortable with new apps and systems, and adapt quickly to changes
• Any previous work experience is welcome, especially in a similar role - but it’s not a requirement!

Requirements

• A strong and reliable internet connection and a suitable remote working environment without distractions
• This is a fully remote position, but all work must be performed from Serbia only
• Candidates must also be available to fully participate in the training and onboarding process

Benefits

• Fully remote work
• Starting salary: 105000 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
• 5-day work week
• 60 minutes of paid break time
• At least 25 days of paid vacation, with a possibility for additional paid days off
• Private Health Insurance
• 15% cashback on your Wolt orders
• Access to the FitPass program
• 2-3-week structured onboarding program
• Structured mentoring from our Team Leads
• Training sessions, workshops, and learning opportunities to enhance your skills
• A clear career development path, your growth as a Support Associate is our priority!
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family
• A friendly, tolerant, and inclusive work environment
• All necessary equipment for your work (laptop, monitor, headset)