Operations Associate, Courier Community

Wolt - English; Wien; Vor Ort; EUR 36.000 - 58.000; Vollzeit

Benefits dieser Stelle

Discounted memberships with MyClubs

Deals with local partners

Wolt Credit program

Employee Assistance Program (EAP)

Career progression opportunities

Zusammenfassung

Wolt is seeking an Operations Associate for the Courier Community in Austria. You will be the heartbeat of courier partner support, balancing empathy with high-volume problem solving, and helping keep partners informed, supported, and valued.

You will localize communications, update resources, and contribute to onboarding and automation initiatives. The role requires strong written English and German, plus experience in support or operations within a fast-paced environment.

Qualifikationen

• Professional working experience in Customer Support, Operations or other similar roles.
• Professional level in English and fluent (Austrian) German.
• Proficiency with Excel or Google Sheets.
• Clear, empathetic, and professional written communication skills.

Aufgaben

• Inbox Management & Advanced Support: manage courier inbox channels and resolve escalated tickets.
• Cross-Functional Communication & Enablement: create macros, guidance and tools for frontline agents.
• Community Engagement & Feedback Loops: support local feedback initiatives and courier events.
• AI & Process Automation: use AI tools to summarize escalations and update knowledge bases.

Kenntnisse

Customer Support

Operations

English

German (Austrian)

Tools

Excel

Jobbeschreibung

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

The Operations Associate, Courier Community acts as the heartbeat of the courier partner support ecosystem. Serving as the first line of human support beyond frontline Customer Support, this role is the critical bridge between Wolt and its courier partners.

In this role, you will balance deep empathy with efficient, high-volume problem-solving — handling complex escalations, localized communications, sensitive account situations, and workflow automations that keep courier partners informed, supported, and valued.

Key Responsibilities

Inbox Management & Advanced Support

• Manage courier inbox channels to handle complex, partner-submitted requests.
• Resolve escalated tickets transferred from Support that fall outside frontline scope, including complaints, bug reports, and sensitive account updates.
• Maintain team SLAs by keeping inbox tasks within a target 72-hour reply rate and resolving open board tickets efficiently.
• Localize regional and global courier-facing communications for specific country languages and cultural contexts.
• Maintain and continuously update localized courier platforms, including country FAQs, educational content, and operational resources.
• Proactively maintain information accessibility so couriers can easily self-solve issues without contacting support.

Cross-Functional Communication & Enablement

• Coordinate ad-hoc courier announcements (e.g., weather-related boosts) in alignment with Communications and Supply Activation teams.
• Create macros, guidance documents, and tools for Customer Support to empower frontline agents to resolve cases independently.
• Assist onboarding teams with document verification, profile activations, and country-specific onboarding tasks.

Community Engagement & Feedback Loops

• Drive community engagement by supporting local feedback initiatives and courier events.
• Capture operational insights from courier feedback and translate them into process, documentation, and tool improvements.

AI & Process Automation

• Leverage AI tools day-to-day to generate clear, empathetic response templates and reduce manual workloads for routine inquiries.
• Utilize AI and self-service tools to summarize ticket escalations, maintain up-to-date knowledge bases, and build smart routing workflows.

Key Performance Indicators (KPIs) & Impact

• Courier Satisfaction: Measured through feedback scores, response quality, and communication empathy.
• Time to Resolution (TTR): Fast, efficient, and accurate resolution for complex tickets passed from Support or directly from courier partners.
• Inflow Reduction: Lower overall ticket volume achieved through scalable documentation, improved Support macros, and self-service automation.
• Localization Quality: High accuracy and quick turnaround time for market-specific announcements and content updates.

Our humble expectations

• Professional working experience in Customer Support, Operations or other similar roles.
• Professional level in English and fluent (Austrian) German.
• Proficiency with Excel or Google Sheets.
• Strong capability to diagnose operational issues, identify root causes, and determine when and how to upscale.
• Clear, empathetic, and professional written communication skills.
• Ownership & Accountability: Taking full responsibility for tasks until completion and communicating early when blocked.
• Attention to Detail: Meticulous with workflows, deadlines, and sensitive partner details.
• Multitasking & Adaptability: Thriving in a fast-paced environment where priorities dynamically adjust.

What we offer

• Discounted membership fees with MyClubs
• Deals and discounts with local partners
• Wolt Credit program
• Employee Assistance Program (EAP)
• Career progression opportunities

Austria Pay Range:

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s 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.