Support Associate Night-Worker (Remote)
Wolt is a Finnish technology company that has expanded its services to over 500 cities across 30 countries, offering a wide range of delivery options. The company is seeking a full-time Support Associate to join its Shared Service Center, providing support to multiple Wolt markets worldwide. This remote position is ideal for individuals fluent in English who are interested in working exclusively during the night shift.
As a Support Associate, your primary responsibility will be to ensure that customers and partners receive timely and effective assistance. Your daily tasks will include handling inquiries from customers, couriers, and merchants through live chat, phone, and email support. You will be expected to resolve escalations, operational issues, and time-sensitive cases promptly and professionally. Additionally, you will support multiple Wolt markets, countries, user types, and ticket flows, depending on business and queue needs. Maintaining a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice is essential. You will also follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines. Utilizing multiple tools simultaneously, including support platforms, communication channels, knowledge bases, and operational tools, will be part of your role. Staying up to date with new processes, market changes, training materials, and internal updates is crucial.
To be considered for this position, you should possess excellent communication skills and a high level of patience. Persistence, kindness, and empathy are important traits to help find the best solutions for all parties involved. Attention to detail and strong focus are necessary, as well as the ability to handle complex tasks that require quick thinking and good organization. You should be comfortable multitasking and managing multiple incoming interactions simultaneously. Making fast decisions in challenging moments is a key aspect of the role. A strong understanding of the importance of great customer experience is essential. Fluency in both Serbian and English (C1 level) is required. A high school diploma is necessary, and you must be willing to work night shifts, including weekends and holidays, from 00:00 to 08:00. Comfort with new apps and systems, and the ability to adapt quickly to changes, is important. While previous work experience is welcome, especially in a similar role, it is not a requirement, as Wolt provides comprehensive training.
Wolt offers a fully remote work environment for this position. The starting salary is 105,000 RSD gross, with additional pay for weekends (50%), holidays (110%), and night hours (26% for hours between 22:00 and 06:00). The work schedule consists of a 5-day work week, with 60 minutes of paid break time, including the legally required 30-minute paid break and an additional 30 minutes provided as an employee benefit. Employees are entitled to at least 25 days of paid vacation, with the possibility for additional paid days off. Other benefits include private health insurance, a 15% cashback on Wolt orders, access to the FitPass program, and a structured onboarding program lasting 2-3 weeks. Wolt also provides structured mentoring from Team Leads, training sessions, workshops, and learning opportunities to enhance your skills. A clear career development path is available, with opportunities to grow and build your career within the company. Wolt-wide training programs and an Employee Assistance Program for you and your immediate family are also offered. All necessary equipment for your work, including a laptop, monitor, and headset, will be provided.
Wolt is committed to creating a diverse and inclusive work environment. The company values individuals who are self-starters with drive and entrepreneurial spirit. Working at Wolt offers the opportunity to learn more, build more, and ship more than in most other companies. Employees are challenged but also have a lot of fun along the way. If you are a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.