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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Excellent communication skills and plenty of patience
- Persistence, kindness, and empathy to find the best solution for everyone involved
- Great attention to detail and strong focus
- Not intimidated by complex tasks that require quick thinking and good organization
- Ability to handle stressful situations, multitask, and manage multiple incoming interactions with ease
- Making fast decisions in challenging moments is one of your strengths
- Understanding the importance of great customer experience
- Fluent in both Romanian and English (C1)
- At least a high school diploma
- Willingness to work in shifts, including weekends and holidays (24/7)
- 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! We’ll teach you everything you need to know.
Benefits
Comp & perks- Fully remote work
- 15% cashback on your Wolt orders
- Meal vouchers worth 30 RON per working day
- 5-day work week
- Medical subscription in the Regina Maria clinics network (Priority Plus plan);
- Monthly sports activity budget (150 RON net, reimbursed upon invoice/receipt);
- Access to Bookster - an online library with over 10,000 titles, including physical book loans, articles, and audiobooks
- Extra vacation days based on seniority (starting from 22 days + 1 additional day per year max 27 days per year);
- 2-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! With our support, you’ll have opportunities to grow and build your career within the company
- 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)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyPatiencePersistenceOrganizational SkillsStress Management