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

Excellent communication skills and plenty of patience
Persistence, kindness, and empathy help you find the best solution for everyone involved
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.

Fully remote work
52500 RSD gross starting salary + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
5-day work week
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
2-3-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)

Support Associate, English Speaking

Key skills