Operations Specialist, Courier Community
Operations
Zagreb, Croatia
Full-time
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
Wolt is a Finnish technology company and we’re best known for our food delivery platform. We are growing rapidly and are now looking for an Operations Specialist to join our Regional Operations team in Croatia.
In the Operations Team, our mission is to create the world’s best courier experience by optimizing onboarding processes, tailoring content, and ensuring timely, engaging education for our courier partners. We focus on our courier partners: We ensure the right amount of courier partners to meet the order demand by constantly developing courier partner satisfaction and smooth, scalable processes.
Our Courier Community team is the first line of human support for our courier partners beyond front-line Support. We manage complex requests, sensitive cases, and feedback with care, clarity, and consistency - helping Wolt become the most trusted and responsive delivery platform for couriers across all markets.
What you’ll be doing 🚀
- Act as a go-to expert in courier support by handling complex and high-impact cases via chat and email, and guiding others in best practices.
- Create and maintain courier-facing resources like FAQs, troubleshooting guides, and macros to empower couriers and improve Support enablement.
- Support the onboarding process by verifying documents and helping new courier partners through application steps.
- Localize courier-facing communications, adapt regional content, and send ad-hoc announcements in coordination with Comms and Supply Activation teams.
- Identify process or communication gaps and proactively collaborate with cross-functional teams to implement sustainable improvements.
- Maintain and update local information platforms to ensure couriers have access to clear, relevant, and up-to-date materials.
- Assist in day-to-day tasks and support community engagement efforts such as courier events or feedback initiatives.
Our humble expectations 💪
- Solid experience in a customer support or operational communication role, ideally in a fast-paced tech or platform company.
- Excellent communicator and experience with creating texts, blogs or similar to many recipients.
- Independent and solution-oriented - comfortable taking the lead on improvements and small projects.
- Emphatic and a natural motivator, as you will have daily contact with our Courier Partners and team members from multiple countries.
- Ability to think on your feet, naturally proactive and comfortable with autonomous problem solving in a fast-paced environment.
- Naturally proactive and confident working with minimal oversight.
- A strong creative eye.
- You are fluent in English and Croatian.
What We Offer 🙌
- Independent work in a young and dynamic team
- Wolt credits cashback benefit
- Notebook/Macbook and monitor
- Minimum of 25 days of vacation + possible additional days per year
- Lunch benefit
- Commuter benefit
- PassSport program
- Wolt-wide training programs
- Fruits and drinks at the office
- Team budgets per year
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.
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, 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. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
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.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, 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. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
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.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations