Trust & Safety Associate - Full time

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities.

Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.

We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

We’re expanding and looking for our next team member for the Trust & Safety team! The Operations team is responsible for managing the relationships with our active couriers in Israel. We ensure that our couriers maintain high standards and continue to provide the best service for our customers. Additionally, the team interacts with third parties such as clients, citizens, and law enforcement, and is responsible for handling public complaints related to delivery issues.

What You'll Be Doing:

• Full-Time Commitment: Working full-time from Sunday to Thursday, 09:00 AM to 06:00 PM.
• Performance Oversight: Ensure that Courier Partners consistently meet our high performance standards.
• Issue Resolution: Act as the primary escalation point for any queries or issues that arise.
• Operational Support: Assist the Operations Team with off-boarding and courier agreement terminations.
• Collaborative Effort: Work closely with our Support team to maintain exceptional service levels.
• External Interaction: Engage with third parties (customers, citizens, etc.) regarding couriers' performance.

• Previous Experience: You should have a solid background working as a customer service representative.
• Communication & Motivation: You need to be an excellent communicator and a strong team motivator, as you'll be in daily contact with our courier partners.
• Empathy & Support: Helping and listening to people should come naturally to you.
• Leadership & Direction: Lead by example with a genuine desire to support your team and courier partners, providing clear direction.
• Social Skills: Confidence in using your social skills is essential.
• Adaptability: You should handle challenging situations with confidence.
• Attention to Detail: Be a fast learner who is attentive to both small details and the larger picture.
• Proactive Improvement: A proactive planner who is always looking for new ways to improve processes.
• Language Proficiency: Fluent in both Hebrew and English.