Partner Operations Associate

Wolt; Berlin; Hybrid; EUR 42.000 - 56.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Flexible hours

30 days paid vacation

Discount on orders

Zusammenfassung

Wolt Germany is hiring a Partner Operations Associate to support restaurant partners across Germany. You’ll handle day-to-day account tasks, answer inquiries by email and phone, and help partners optimize promotions and menus to grow their business.

You’ll work in a small team, own the cases from start to finish, and contribute to learning by identifying patterns to fix root causes. Fluent German and excellent English are required.

Qualifikationen

• Experience in a customer support, hospitality, administration or account management role.
• Hands-on experience working a ticket queue in a support or CRM tool.
• Comfort handling partner conversations by phone and email, including difficult ones.
• Ability to follow documented processes while managing independent judgment on edge cases.
• Enjoying the commercial side of conversations—promoting a promotion or campaign when appropriate.
• Fluent German (C1 or above) and excellent English.

Aufgaben

• Be the first point of contact for restaurant partners via ticket, email or phone.
• Handle account, menu, settings and payment queries; escalate to specialists when needed.
• Identify opportunities to optimize partners’ use of Wolt (promotions, ads, menus).
• Manage win-back conversations and chart a path forward with partners.
• Capture patterns across conversations to fix root causes and improve processes.
• Keep case notes organized so the team can quickly see partner status.

Kenntnisse

Customer support

German language

English language

Tools

CRM tools

Ticketing system

Jobbeschreibung

About Wolt

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.

Wolt creates technology that brings joy, simplicity and earnings to neighborhoods around the world. In Germany that means thousands of restaurants, from single-site kitchens to national chains, all trying to make the platform work for their business. Partner Operations is the team they come to, and the team that keeps them running well on the platform. We're the people on the other end of the email and the phone - handling the day-to-day requests, answering what's unclear, and nudging partners towards the things that would grow their business with us.

We’re a team of five associates and a team lead - looking after restaurant partners across Germany, and we're hiring a sixth associate.

If you like solving other people's problems properly, and you get a small kick out of leaving someone better off than they were before they got in touch, we'd love to hear from you.

What you’ll be doing

Most of your day is spent in conversation with restaurant partners, by email and on the phone. The bulk of it is the everyday running of an account - a detail to update, a menu change to get right, a payment question that needs a clear answer, a new feature to explain. A smaller but important part is win-back: when a partner is considering leaving Wolt, you're the one who finds out why and works out what would keep them. Either way, what lands with you is yours to see through - sometimes that means solving it yourself, sometimes it means getting it into the hands of the team who can.

Day-to-day in this role you’ll:

• Be the first person our restaurant partners hear back from when they get in touch, working through your ticket queue and seeing each case through - either to an answer or to the team who can give one.
• Handle account, menu, settings and payment queries yourself, and hand a case to the right specialists when it needs them.
• Spot where a partner could be getting more out of Wolt - a promotion, an ads campaign, a stronger menu - and make the case for it.
• Take on the win-back conversations: when a partner is thinking about leaving, understand what's behind it and agree on a way forward that works for them and for us.
• Bring back the patterns you see across your conversations, so we fix the cause rather than answering the same question twice.
• Keep your cases and notes in good order, so anyone on the team can see where a partner stands without having to ask.

Our humble expectations*

• Experience in a customer support, hospitality, administration or account management role.
• Hands-on experience working a ticket queue in a support or CRM tool - this is the core of the job.
• You're comfortable handling partner conversations by phone and email, including the difficult ones.
• You can work to a documented process while managing a steady flow of requests and deadlines, and use your own judgment on the cases the process doesn't cover.
• You enjoy the commercial side of the conversation - recommending a promotion or an ads campaign, or persuading a partner to stay, is something you'd take on rather than avoid.
• Fluent German (C1 or above) and excellent English.

What we offer

Our team is small enough that your work is visible and big enough that you're never on your own with it. Partner Operations sits close to the people making decisions about how Wolt works with restaurants in Germany, so the problems you raise have a short route to getting fixed. You'll learn how a delivery business actually runs, from the side most people never see.

• A competitive salary, which we'll be upfront about early in the process
• Flexible working hours and 30 days of paid vacation
• Discount on your Wolt orders
• Urban Sports Club membership subsidy
• BVG ticket subsidy
• Modern work equipment
• Coffee, soft drinks and fruit in the office
• Weekly all-hands and regular team events

Next steps*

We look at applications as they come in, so there's no deadline to worry about. If it looks like a match, there are four steps: a short call with our Talent Acquisition team, an interview with the hiring manager, and a practical exercise based on real partner cases. We'll tell you where you stand at each stage - you won't be left wondering.

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.