Operations Associate, Courier Community

About the role

As an Operations Associate for the Courier Community, you will be the central point of contact for Wolt’s courier partners, handling complex issues and ensuring they feel supported and valued. You will work closely with Customer Support, Communications, and Supply Activation teams to streamline processes and improve partner experience.

Key responsibilities

• Manage courier inbox channels, resolve escalated tickets, and maintain a 72‑hour reply SLA.
• Localize and maintain courier‑facing communications, FAQs, and educational content for different countries.
• Coordinate ad‑hoc announcements (e.g., weather‑related boosts) and create macros, guidance documents, and tools for frontline agents.
• Support onboarding tasks such as document verification and profile activation.
• Drive community engagement through feedback initiatives and courier events.
• Leverage AI tools to generate empathetic response templates, summarize escalations, and build smart routing workflows.

Required profile

• Self‑starter with strong empathy and problem‑solving mindset.
• Ability to handle high‑volume, complex escalations and sensitive account situations.
• Excellent cross‑functional communication skills and attention to detail.
• Interest in using AI and automation to improve operational efficiency.

Required skills

What we offer

• A fast‑paced, innovative environment where you can learn, build, and ship at scale.
• Opportunities to work across multiple teams and influence courier partner experience.
• Access to AI tools and automation resources to streamline daily work.