Operations Associate, Courier Community

At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre a self-starter with drive and entrepreneurial spirit this could be the ride of your life.

The Operations Associate Courier Community acts as the heartbeat of the courier partner support ecosystem. Serving as the first line of human support beyond frontline Customer Support this role is the critical bridge between Wolt and its courier partners.

In this role you will balance deep empathy with efficient high-volume problem-solving handling complex escalations localized communications sensitive account situations and workflow automations that keep courier partners informed supported and valued.

Inbox Management & Advanced Support

• Manage courier inbox channels to handle complex partner-submitted requests.
• Resolve escalated tickets transferred from Support that fall outside frontline scope including complaints bug reports and sensitive account updates.
• Maintain team SLAs by keeping inbox tasks within a target 72-hour reply rate and resolving open board tickets efficiently.

Content Ownership & Localization

• Localize regional and global courier-facing communications for specific country languages and cultural contexts.
• Maintain and continuously update localized courier platforms including country FAQs educational content and operational resources.
• Proactively maintain information accessibility so couriers can easily self-solve issues without contacting support.

Cross-Functional Communication & Enablement

• Coordinate ad-hoc courier announcements (e.g. weather-related boosts) in alignment with Communications and Supply Activation teams.
• Create macros guidance documents and tools for Customer Support to empower frontline agents to resolve cases independently.
• Assist onboarding teams with document verification profile activations and country-specific onboarding tasks.

Community Engagement & Feedback Loops

• Drive community engagement by supporting local feedback initiatives and courier events.
• Capture operational insights from courier feedback and translate them into process documentation and tool improvements.

AI & Process Automation

• Leverage AI tools day-to-day to generate clear empathetic response templates and reduce manual workloads for routine inquiries.
• Utilize AI and self-service tools to summarize ticket escalations maintain up-to-date knowledge bases and build smart routing workflows.

Key Performance Indicators (KPIs) & Impact

• Courier Satisfaction: Measured through feedback scores response quality and communication empathy.
• Time to Resolution (TTR): Fast efficient and accurate resolution for complex tickets passed from Support or directly from courier partners.
• Inflow Reduction: Lower overall ticket volume achieved through scalable documentation improved Support macros and self-service automation.
• Localization Quality: High accuracy and quick turnaround time for market-specific announcements and content updates.

• Professional working experience in Customer Support Operations or other similar roles.
• Professional level in English and fluent (Austrian) German.
• Proficiency with Excel or Google Sheets.
• Strong capability to diagnose operational issues identify root causes and determine when and how to escalate.
• Clear empathetic and professional written communication skills.
• Ownership & Accountability: Taking full responsibility for tasks until completion and communicating early when blocked.
• Attention to Detail: Meticulous with workflows deadlines and sensitive partner details.
• Multitasking & Adaptability: Thriving in a fast-paced environment where priorities dynamically adjust.

• Discounted membership fees with MyClubs
• Deals and discounts with local partners
• Wolt Credit program
• Employee Assistance Program (EAP)
• Career progression opportunities

Please submit your application and resume in English. The interview process begins with a conversation with Talent Acquisition followed by a meeting with the hiring manager. As a final step youll present a take-home assignment.

If this sounds like the kind of challenge youre looking for wed love to hear from you. Well be reviewing applications on an ongoing basis and will close the role once weve found the right person so we encourage you to apply as soon as possible!

Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunity to excel.

Beware of recruitment scams: DASH Brands will never ask you to pay money or share sensitive financial information during hiring learn more about DASH Brands legitimate recruiting process at Experience:

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