Job Description

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.

Content Ownership & Localization

• 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

• Work experience in Customer Support, Operations or other similar roles.
• Professional fluency in English and Serbian.
• Proficiency with Excel or Google Sheets.
• Strong capability to diagnose operational issues, identify root causes, and determine when and how to escalate.
• 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

• FitPass Membership
• Private health insurance + possibility for Family health insurance
• Wolt Credit program
• Employee Assistance Program (EAP)
• Career progression opportunities

Next steps

Please submit your application and resume in English The interview process begins with a conversation with Talent Acquisition, followed by a meeting with the hiring manager. As a final step, you'll present a take-home assignment.

If this sounds like the kind of challenge you're looking for, we'd love to hear from you. We'll be reviewing applications on an ongoing basis and will close the role once we've found the right person, so we encourage you to apply as soon as possible!