Description
At Wolt, we're building technology that enables the delivery of almost everything to neighborhoods worldwide. As the Operations Associate, Courier Community, you'll serve as the primary support contact for courier partners, handling complex escalations, localized communications, and workflow automations.
Key Responsibilities:
- Inbox Management & Advanced Support: Manage courier inbox channels, resolve escalated tickets, and maintain team SLAs with a 72-hour reply rate.
- Content Ownership & Localization: Localize regional and global courier-facing communications, maintain localized platforms, and ensure information accessibility.
- Cross-Functional Communication & Enablement: Coordinate courier announcements, create support macros and guidance documents, and assist onboarding teams.
- Community Engagement & Feedback Loops: Drive community engagement, capture operational insights from courier feedback, and translate them into process improvements.
- AI & Process Automation: Leverage AI tools to generate response templates, reduce manual workloads, and build smart routing workflows.
Requirements:
- Professional experience in Customer Support, Operations, or similar roles.
- Fluency in English and Austrian German.
- Proficiency with Excel or Google Sheets.
- Strong diagnostic and problem-solving skills.
- Clear, empathetic, and professional written communication skills.
- Ability to take ownership and accountability for tasks.
- Attention to detail and multitasking skills.
What We Offer:
- Discounted membership fees with MyClubs
- Deals and discounts with local partners
- Wolt Credit program
- Employee Assistance Program (EAP)
- Career progression opportunities
Salary Range: €2,109-€2,636 EUR