Wolt

Merchant

• Providing clear and timely support by proactively responding to merchant partner inquiries;
• Educating partners with best practices and long-term solutions to reduce recurring issues;
• Reporting system issues or process gaps and contributing to their resolution;
• Building strong relationships with internal stakeholders to ensure smooth operations and support process and tool development;

Merchant Services Associate

Manager

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center.
• Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth.
• Drive strategic initiatives and execute improvements that enhance the overall support experience.
• Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements.
• Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards.
• Introduce and implement new ways of working while encouraging feedback and continuous improvement.
• Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience.
• Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.

SSC Support Manager

Associate

• 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

Merchant Services Associate

SSC Support Manager

Support Associate, English and Romanian Speaker