English-Speaking Support Associate

Responsibilities: — 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: — 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. — Ability to handle complex tasks requiring quick thinking and good organization. — Ability to handle stressful situations, multitask, and manage multiple incoming interactions with ease. — Strong decision-making skills in challenging moments. — Understanding the importance of great customer experience. — Fluency in both Serbian and English (C1). — At least a high school diploma. — Willingness to work in shifts, including weekends and holidays, as the support operates 24/7. — Comfort with new apps and systems and adaptability to changes. — Previous work experience in a similar role is welcome but not required; training will be provided. Benefits: — Fully remote work from Serbia only. — Starting salary: 105000 RSD gross plus 50% extra pay for weekends, 110% for holidays, and 26% for night hours (22-06). — 5-day work week. — 60 minutes of paid break time (30 minutes legally required plus 30 minutes additional paid break). — At least 25 days of paid vacation with possibility for additional paid days off. — Private health insurance. — 15% cashback on Wolt orders. — Access to the FitPass program. — 2-week structured onboarding program. — Structured mentoring from Team Leads. — Training sessions, workshops, and learning opportunities. — Clear career development path with opportunities to grow within the company. — Wolt-wide training programs. — Employee Assistance Program for employees and their immediate family. — Friendly, tolerant, and inclusive work environment. — All necessary equipment provided (laptop, monitor, headset). Working hours: — Customer Support operates 24/7, 365 days a year. — Work in 8-hour morning, afternoon, or night shifts including weekends and holidays depending on business needs. Technical requirements: — Strong and reliable internet connection. — Suitable remote working environment without distractions. — Work must be performed from Serbia only. — Candidates must be available to fully participate in training and onboarding process. Next steps: — Onboarding starts through e-learning platform with close trainer support during first week. — Training lasts 2 weeks with ongoing support from Team Lead mentor. — Continuous application review; early application encouraged. Commitment to Diversity and Inclusion: — Wolt hires and cultivates diverse teams from all backgrounds, experiences, and perspectives. — Emphasis on inclusive community and innovation through diversity. Recruitment Scam Warning: — Wolt and partners will never ask for money or sensitive financial information during hiring.