Description
At Wolt, we're building technology that brings joy, simplicity, and earnings to neighborhoods worldwide. We're now part of DoorDash, and together we're expanding globally.
We're seeking a full-time English and Romanian Speaking Support Associate to join our Shared Service Center in Timisoara, Romania. As a Support Associate, your primary responsibility is to ensure customers and partners have a positive experience and receive help within expected timeframes.
Responsibilities
Day-to-day, you'll:
- Handle customer, courier, and merchant inquiries via 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 needs
- Maintain high-quality customer experience 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 simultaneously, including support platforms, communication channels, knowledge bases, and operational tools
- Stay updated with new processes, market changes, training materials, and internal updates
Requirements
We're looking for:
- Excellent communication skills and patience
- Persistence, kindness, and empathy to find solutions
- Great attention to detail and strong focus
- Ability to handle complex tasks, multitask, and manage multiple interactions
- Fast decision-making in challenging moments
- Understanding of great customer experience importance
- Fluency in both Romanian and English (C1)
- High school diploma
- Willingness to work in shifts, including weekends and holidays
- Comfort with new apps and systems, adapting quickly to changes
- Previous work experience welcome, especially in similar roles
Benefits
By joining us, you'll get:
- Fully remote work
- 15% cashback on Wolt orders
- Meal vouchers worth 40 RON per working day
- 5-day work week
- Medical subscription in Regina Maria clinics network
- Monthly sports activity budget (150 RON net)
- Access to Bookster, an online library
- Extra vacation days based on seniority
- 2-week structured onboarding program
- Structured mentoring from Team Leads
- Training sessions, workshops, and learning opportunities
- Clear career development path
- Employee Assistance Program
- Friendly, tolerant, and inclusive work environment
- Necessary equipment for work (laptop, monitor, headset)
Working Hours
Wolt Customer Support operates 24/7, 365 days a year. You'll work in morning, afternoon, or night shifts, scheduled over a 9-hour period, including a 1-hour unpaid break. Paid working time will be 8 hours per shift. Shifts may include weekends and public holidays.
Technical Requirements
- Strong and reliable internet connection
- Suitable remote working environment without distractions
- Fully remote position, but work must be performed from Romania only
- Availability to fully participate in training and onboarding