About this role
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.
Wolt creates technology that brings joy, simplicity and earnings to neighborhoods around the world. In Germany that means thousands of restaurants, from single-site kitchens to national chains, all trying to make the platform work for their business. Partner Operations is the team they come to, and the team that keeps them running well on the platform. We're the people on the other end of the email and the phone - handling the day-to-day requests, answering what's unclear, and nudging partners towards the things that would grow their business with us.
We're a team of five associates and a team lead - looking after restaurant partners across Germany, and we're hiring a sixth associate.
If you like solving other people's problems properly, and you get a small kick out of leaving someone better off than they were before they got in touch, we'd love to hear from you.
What you’ll be doing
Most of your day is spent in conversation with restaurant partners, by email and on the phone. The bulk of it is the everyday running of an account - a detail to update, a menu change to get right, a payment question that needs a clear answer, a new feature to explain. A smaller but important part is win-back: when a partner is considering leaving Wolt, you're the one who finds out why and works out what would keep them. Either way, what lands with you is yours to see through - sometimes that means solving it yourself, sometimes it means getting it into the hands of the team who can.
Day-to-day in this role you’ll:
• Be the first person our restaurant partners hear back from when they get in touch, working through your ticket queue and seeing each case through - either to an answer or to the team who can give one.
• Handle account, menu, settings and payment queries yourself, and hand a case to the right specialists when it needs them.
• Spot where a partner could be getting more out of Wolt - a promotion, an ads campaign, a stronger menu - and make the case for it.
• Take on the win-back conversations: when a partner is thinking about leaving, understand what's behind it and agree on a way forward that works for them and for us.
• Bring back the patterns you see across your conversations, so we fix the cause rather than answering the sam