Operations Associate - Courier Communication

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

At Wolt, We’re About Getting Things Done.

You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.

Job Description

Are you a detail-oriented team player with excellent written communication skills in both Finnish and in English? Do you enjoy working in a highly-dynamic environment across countries? Are you passionate about helping others, and want to be a key player in ensuring the best in the world experience and communication for our Courier Partners in the Northern region of Europe? If this sounds like you, we'd love to chat!

Our Courier Experience Team is responsible for maintaining and developing the co-operation with thousands of Courier Partners in Finland. As an Operations Associate in Courier Communications you’d be responsible for making sure our Courier Partners and Courier Partner applicants get the help they deserve and have the best possible experience with Wolt. This includes for example helping to start their cooperation with Wolt in the best way possible by focusing on their questions, feedback, concerns, answering messages, updating information and helping Courier Partners make the most out of their partnership with Wolt. You will also focus on creating outgoing communications from the Delivery Operations team and ensuring it is of the highest quality!

In this role, no day is the same and there’s always something to do. As such, you need to be adaptable, self-motivated and driven to succeed. You must also have excellent interpersonal skills and a big heart - we think people first at all times! 

What you'll be doing

• Creating, translating and reviewing outbound messages to Courier Partners in both English and Finnish

• Helping Courier Partners with a wide range of questions that are related to entrepreneurship and cooperation with Wolt (while Wolt Support helps Courier Partners with live deliveries related questions) 

• Supporting the Operations team with development projects (for example translating content about sustainability measures and e-vehicles, or new product safety features)

• Coordinating the outgoing communications such as newsletters from the Operations team to Courier Partners

• Collaborating with cross-functional teams, investigating and evaluating individual cases to ensure top-notch service standards

• Sharing development ideas within the Operations team and with other teams at Wolt (such as Support, Marketing, Restaurant, Retail and Product)

• Handle day-to-day escalated issues in our various inboxes via email or other messages systems

Qualifications

• You have excellent interpersonal skills - you will be working with awesome people from diverse backgrounds across countries in the northern region of Europe (Finland, Sweden, Norway, Denmark, Iceland, Luxembourg and the Baltics)

• You are strong at working with communications and creating written content and visuals

• You have excellent or native-level proficiency in both verbal and written English and Finnish

• You are detail-oriented and comfortable working in a fast-paced environment

• You preferably have experience in customer service or similar and are keen to solve problems

• You are tech savvy and a quick learner

• You are based in Helsinki, Finland - and will be working at our HQ and with the possibility for some home/remote work

• You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced high growth environment

• Bonus skill: you are strong at working with data and basic tools (such as Google Sheets) - or outbound tools such as Intercom or Iterable/Taxi

Additional Information

The application deadline is Friday, July 19, however we will be reviewing applications and inviting people to interviews on an on-going basis, so we encourage sending your application ASAP. 

If you have any further questions about the position, you can send your enquiries to: Jesper Knudsen, Operations Team Lead - [email protected]
Please note that we do not accept applications coming in via email. Please submit your application via our job portal.