Partner Operations Associate

Wolt - English; Berlin (NH); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Flexible working hours

30 days paid vacation

Discount on Wolt orders

Urban Sports Club subsidy

BVG ticket subsidy

Modern work equipment

Coffee, soft drinks and fruit

Job summary

Wolt is hiring for a Partner Operations Associate in Germany to support restaurant partners by email and phone. You’ll manage accounts, menus, settings and payments, and identify opportunities to help partners grow through promotions or ads campaigns.

You’ll also handle win-back conversations, document processes and share insights to prevent recurring questions. Fluency in German and English is required, with a collaborative, problem-solving mindset.

Qualifications

• Experience in a customer support, hospitality, administration or account management role.
• Hands-on experience working a ticket queue in a support or CRM tool.
• You're comfortable handling partner conversations by phone and email, including difficult ones.
• Able to follow a documented process while managing a steady flow of requests and deadlines.
• You enjoy the commercial side of the conversation and may promote promotions or campaigns.
• Fluent German (C1 or above) and excellent English.

Responsibilities

• Be the first point of contact for restaurant partners via email and phone.
• Handle account, menu, settings and payment queries independently.
• Identify opportunities to help partners get more from Wolt (promotions, campaigns, better menus).
• Engage in win-back conversations when partners consider leaving, and propose a way forward.
• Share patterns across conversations to address root causes, not just individual cases.
• Keep case notes organized so the team can see partner status at a glance.

Skills

Customer support

Ticketing system

CRM tools

Account management

German fluency

English fluency

Tools

CRM software

Job description

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.