Merchant Operations Associate Proactive Retention & Churn Management

About Wolt

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.

About the Role

As a Merchant Operations Associate youll focus on reaching out to merchants who are at risk of becoming inactive. Your goal is to help them get back on track or if needed support them in offboarding from the speak directly with merchants to understand their challenges solve issues and improve their experience on Wolt. This role is a mix of outbound calling problem-solving and working with data.

This role suits someone with around 3 years of experience who is comfortable making calls staying organised and enjoys helping customers succeed.

What youll be doing

• Contact merchants who are at risk of churn and help them reactivate
• Understand and solve issues affecting their performance (e.g. menu availability quality)
• Offboard merchants when reactivation is not possible
• Use data and dashboards to prioritise outreach
• Document all interactions in internal tools
• Work with Sales Support and other teams to improve the merchant experience
• Share feedback on common issues and suggest improvements
• Support team projects related to retention and operations

Our humble expectations

• 3 years of experience in support sales or similar roles
• Comfortable making outbound calls and speaking with business owners
• Good problem-solving and organisational skills
• Basic data skills (e.g. Excel or Google Sheets)
• Comfortable using different tools and systems
• Clear communication skills in Danish and English

Nice to have:

• Experience in outbound sales or retention roles
• Background in hospitality retail or marketplaces
• Experience with CRM tools or dashboards
• Additional languages (e.g. Arabic Persian Turkish)

What we offer

• Cool office in Copenhagen near public transport. Flexible working environment.
• MacBook iPhone and company-paid subscription plan
• Lunch plan free office snacks coffee and tea and discounts on Wolt
• Health insurance
• Social gatherings

Why youll love it

• Global and growing fast: Be part of a fast-moving scaleup
• Ride of a lifetime: Accelerate your career and build your sales skills
• Instant impact: Take ownership and make a difference
• Big hearts and small egos: Surround yourself with smart friendly people

Next steps

If you are excited about working in a high-growth environment taking ownership and being part of an extremely ambitious team then click below to apply make sure to add your CV and get the conversation going!

We will be reviewing applications on an on-going basis. If this sounds like an opportunity you want to pursue apply today!

Our Commitment to Diversity and Inclusion

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.