English-Speaking Support Associate (Full-time - Remote)

Wolt - English; United States; Remote; USD 10,000 - 12,000; Full time

Benefits offered by this job

Fully remote work

Private Health Insurance

25 days paid vacation

Cashback on orders

FitPass program

2-week onboarding

Mentoring

Training programs

Career development path

Equipment provided

Job summary

Wolt is hiring an English-Speaking Support Associate to deliver exceptional customer service across chat, phone and email. This fully remote role requires empathy, quick thinking and strong communication as you support customers and partners worldwide, including weekends and night shifts.

You will operate across multiple markets, follow playbooks, and use various tools while maintaining Wolt’s tone. A high school diploma and fluency in Serbian and English are required.

Qualifications

• Excellent communication and patience.
• Strong attention to detail and organization.
• Able to multitask and stay organized under pressure.
• Fluency in Serbian and English (C1).
• High school diploma minimum.

Responsibilities

• Handle customer, courier, and merchant inquiries via live chat, phone, and email.
• Resolve escalations, operational issues, and time-sensitive cases quickly and professionally.
• Support multiple markets, countries, user types, and ticket flows.
• Maintain a high-quality customer experience with empathy and clear communication.
• Follow internal processes, policies, playbooks, refund policies, and escalation paths.
• Use multiple tools across platforms and knowledge bases.
• Stay updated with new processes, market changes, and training materials.

Skills

Excellent communication

Patience

Attention to detail

Multitasking

Decision making

Customer experience

Serbian language (C1)

English language (C1)

Education

High school diploma

Job description

Headquarters: Remote; Serbia

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.

Join Wolt as an English-Speaking Support Associate

What you’ll be doing: As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting.

Day-to-day in this role, you’ll

• 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

Your profile

• Excellent communication skills and plenty of patience
• Great attention to detail and strong focus
• You’re not intimidated by complex tasks that require quick thinking and good organization
• You handle stressful situations, you multitask, and you can handle multiple incoming interactions with ease
• Making fast decisions in challenging moments is one of your strengths
• You understand the importance of great customer experience
• You’re fluent in both Serbian and English (C1)
• You have at least a high school diploma
• You are willing to work in shifts, and on weekends, holidays, we operate 24/7
• You’re 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.

What’s in it for you

• Fully remote work
• Starting salary: 105000 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
• 5-day work week
• 60 minutes of paid break time - You will receive the legally required 30-minute paid break, plus an additional 30 minutes of paid break provided by us as an employee benefit
• At least 25 days of paid vacation , with a possibility for additional paid days off
• Private Health Insurance
• 15% cashback on your Wolt orders
• Access to the FitPass program
• 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)

Working hours: Wolt Customer Support operates 7 days a week, 365 days a year, 24/7. You’ll be working in 8-hour morning, afternoon shifts or night shifts, including weekends and holidays, depending on business and organizational needs.

Technical requirements

• A strong and reliable internet connection and a suitable remote working environment without distractions
• This is a fully remote position, but all work must be performed from Serbia only

Next steps

What to expect from onboarding

Your onboarding starts through our e-learning platform, and during your first week, you’ll work closely with a trainer. Training lasts 2 weeks, and during this period, you’ll always have someone to guide you through your shifts. After that, you’ll be supported by your Team Lead, who also acts as your mentor.

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.