Courier Community Operations Leader

Wolt Austria GmbH; Wien; Vor Ort; EUR 24.000 - 29.000; Vollzeit

Zusammenfassung

Wolt Austria GmbH in Vienna is seeking an Operations Associate, Courier Community, to be the heartbeat of the courier partner support ecosystem. You will act as the first line of human support beyond frontline Customer Support and bridge between Wolt and courier partners.

You will balance empathy with high-volume problem-solving, handle escalations, localization work, and automation to keep couriers informed, supported, and valued, contributing to a growing delivery network in Austria.

Qualifikationen

• Professional working experience in Customer Support, Operations or related roles.
• Strong written and spoken English; German (Austrian) proficiency is required.
• Ability to diagnose operational issues and escalate appropriately.
• Experience creating or updating knowledge bases, templates, and guides.
• Excellent communication and collaboration across teams.

Aufgaben

• Inbox Management & Advanced Support: handle complex partner requests and escalations.
• Content Ownership & Localization: tailor communications and resources for country languages and contexts.
• Cross-Functional Communication & Enablement: coordinate announcements and create frontline tools.
• Community Engagement & Feedback Loops: support courier events and translate feedback into improvements.
• AI & Process Automation: use AI tools to generate templates and improve self-service.
• KPIs & Impact: monitor courier satisfaction, time-to-resolution, and localization quality.

Kenntnisse

Customer Support

Operations

English

German (Austrian)

Empathy

Problem-Solving

Communication

Attention to Detail

Tools

Excel/Google Sheets

Jobbeschreibung

Wolt Austria GmbH in Vienna is seeking an Operations Associate, Courier Community, to be the heartbeat of the courier partner support ecosystem. You will act as the first line of human support beyond frontline Customer Support and bridge between Wolt and courier partners.

You will balance empathy with high-volume problem-solving, handle escalations, localization work, and automation to keep couriers informed, supported, and valued, contributing to a growing delivery network in Austria.