Support Associate (Remote)

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. ROLE BACKGROUND Our Merchant Services and Compliance Operations teams help ensure that Wolt meets regulatory requirements across all markets. As part of this work, we are doing KYB checks for selected merchants to keep our records accurate, complete, and compliant. As a Merchant KYB Services Associate, you will contact merchants, explain why the KYB process needs to be completed, and guide them through the documents they need to upload. You will play an important role in making the process clear, smooth, and professional for our merchant partners. Please note that this is a fixed-term, 3-month position offered under a part-time contract, with a commitment of 20 hours per week. WHAT YOU’LL BE DOING * Contact merchants by email, phone, or other approved communication channels * Explain that their KYB process needs to be completed as part of Wolt’s compliance requirements * Clearly guide merchants on which documents they need to upload * Help merchants understand how and where to submit the required information * Follow up with merchants who have not yet completed the process * Check whether uploaded documents are complete and meet basic internal requirements * Flag missing, unclear, or incorrect information to the relevant teams * Use internal tools to track progress and keep merchant information updated OUR HUMBLE EXPECTATIONS * Fluency in English and Polish * Strong communication skills and confidence in contacting merchants * Ability to explain processes clearly and patiently * Good attention to detail * Comfortable working with documents and structured information * Able to follow clear guidelines and internal processes * Organized and able to manage multiple follow ups at the same time * Professional approach when handling sensitive merchant information WHAT WE OFFER * A part time role with 20 working hours per week * The opportunity to support an important compliance project across Wolt markets * Hands on experience in merchant operations and compliance processes * A collaborative team environment with support from Merchant Services and Compliance Operations teams * A chance to build strong operational, communication, and process management skills #LI-WM1 OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. ⭐ JOIN WOLT AS AN ENGLISH SPEAKING SUPPORT ASSOCIATE ⭐ 💙 WHAT YOU’LL BE DOING: As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting. 🌟 DAY-TO-DAY IN THIS ROLE, YOU’LL: * 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 📝 YOUR PROFILE: * 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. 🎁 WHAT’S IN IT FOR YOU: * Fully remote work * Starting salary: 52500 RSD gross + 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) ⏱️ WORKING HOURS: Wolt Customer Support operates 7 days a week, 365 days a year, 24/7. You’ll be working in the morning, afternoon shifts or night shifts, including weekends and holidays, depending on business and organizational needs. 💻 TECHNICAL REQUIREMENTS: * A strong and reliable internet connection and a suitable remote working environment without distractions * This is a fully remote position, but all work must be performed from Serbia only * Candidates must also be available to fully participate in the training and onboarding process 🚀 NEXT STEPS: What to expect from onboarding: Your onboarding starts through our e-learning platform, and during your first week, you’ll work closely with a trainer. Training lasts 2-3 weeks, and during this period, you’ll always have someone to guide you through your shifts. After that, you’ll be supported by your Team Lead, who also acts as your mentor. We review applications continuously, so don’t wait! Apply as soon as possible, and we’ll get back to you shortly.   OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Odin

About Odin Odin is building the investment infrastructure for the future of private markets. We believe capital is one of the most powerful tools for shaping the world - and more people should be putting it to work. Our mission is to make it radically easier to raise and deploy capital, so that anyone, anywhere, can back the companies and ideas they believe in. Our first product is a full-stack platform for launching and running private investment firms - think Shopify for VC and PE. We handle all the infrastructure: from legals and investor onboarding to KYC/AML, payments, tax, reporting, and exits. We’re already trusted by over 10,000 angels, VCs, and founders. We administer over $500m in assets, covering investments from pre-seed to series E. This includes household names like ElevenLabs, OpenAI, SpaceX, xAI, Anduril, etc. but also new companies creating everything from synthetic brains to small nuclear reactors.   Responsibilities * Responding to customers is central to the role, but your measure of success is making the experience better. * Be the primary respondent on inbound questions across support and legal/compliance tickets, with the authority and judgement to move deals forward and resolve hard cases without escalation. * Triage with judgement: spot what’s urgent, what’s risky (money or compliance), what can be self-served and what genuinely needs Product, Ops or Compliance, and route accordingly. * Be the internal voice of the customer. When something keeps coming up, you don’t just log it, you advocate for it until it’s fixed, and then you go back to the customer and close the loop. * Set the tone and standards for how Odin shows up to customers. Document what good looks like. Help the team raise the bar.   Who You Are * Fluency in English is a must have. * You can write really well. Tone matters. Our customers are sophisticated, busy and pay close attention. * You take real pride in customer-facing work. You see it as a craft, not a stepping stone, and you’re allergic to “computer says no” responses. * You have at least 3 years of experience in customer-facing operational roles. Direct experience in finance, fintech, fund administration, investor relations or VC operations is a strong plus, because our customers and the questions they ask require domain credibility. * You’re calm and clear under pressure. When customers are stressed and money is on the line, you meet them where they are: confident, peer-level, no apology theatre, no fluff. * You think in systems. When something is painful or repetitive, your instinct is to fix the root cause, not to power through it. Benefits * Remote working * Private health insurance * Paid sick leave * Parental leave * Pension * Paid time off