Wolt

• Contact merchants by email, phone, or other approved communication channels • Explain that their KYB process needs to be completed as part of Wolt’s compliance requirements • Clearly guide merchants on which documents they need to upload • Help merchants understand how and where to submit the required information • Follow up with merchants who have not yet completed the process • Check whether uploaded documents are complete and meet basic internal requirements • Flag missing, unclear, or incorrect information to the relevant teams • Use internal tools to track progress and keep merchant information updated

• Handling customer inquiries via chat — you’ll be the link between our courier partners, merchant partners, and end users of the Wolt app • Providing quick and effective feedback, resolving escalations, and managing technical issues • Reviewing and responding to user feedback • Overseeing and managing operations in the cities where Wolt operates • Maintaining a great customer experience and monitoring performance daily • Working on quality assurance (QA) and platform management

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support • Resolve escalations, operational issues, and time-sensitive cases quickly and professionally • Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs • Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice • Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines • Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates

• Partner with the Head of Support to drive customer and partner satisfaction while ensuring operational excellence across the Shared Service Center. • Lead, coach, and develop a team of Support Leads, fostering high performance, engagement, and continuous growth. • Drive strategic initiatives and execute improvements that enhance the overall support experience. • Analyze operational data, customer feedback, and workforce trends to identify opportunities and implement meaningful improvements. • Collaborate closely with the Content, Training, and Quality teams to continuously improve support processes, knowledge, and quality standards. • Introduce and implement new ways of working while encouraging feedback and continuous improvement. • Build strong partnerships with stakeholders across the business to improve the end-to-end customer experience. • Lead by example by demonstrating what customer obsession looks like and continuously raising the bar for service excellence.

• Identify, engage, and sign high-potential retail partners across Munich, from leading supermarket chains and specialty retailers to innovative local businesses. • Take full ownership of your market, build a strong pipeline, and execute a winning acquisition strategy to drive Wolt's retail growth. • Meet business owners, regional managers, and decision-makers face-to-face, understand their challenges, and position Wolt as their growth partner. • Negotiate mutually beneficial partnerships and help shape how retailers connect with customers through technology. • Work closely with onboarding and operational teams to ensure every new partner gets off to a strong start and achieves success on the platform.

• Identification & Acquisition: You are responsible for sourcing the city's best retail partners. Your goal is to win supermarkets and leading non-food retailers in Munich as partners and onboard them to the Wolt platform on optimal terms. • Pipeline Management: You independently manage your sales pipeline and build reliable networks with store owners and retail managers. • Persuasive Presentations: You position Wolt as a leading e‑commerce solution. You actively listen to prospective partners, ask the right questions, and convince decision-makers by delivering tailored value. • On-site Presence: Your focus is field sales. Your week will consist of approximately 1–2 days of strategic planning and cold outreach (home office) and 3–4 days in the field across Munich (including occasional hotel stays). • Cross-functional Collaboration: You work closely with the onboarding team to ensure perfect representation of your partners — from supermarkets to florists — on our platform.

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support • Resolve escalations, operational issues, and time-sensitive cases quickly and professionally • Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs • Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice • Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines • Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates

• Handling customer, venue partner, and courier partner support 24/7 • Communicating with customers via chat and phone • Responding to inquiries and finding solutions • Developing support in collaboration with the team

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support • Resolve escalations, operational issues, and time-sensitive cases quickly and professionally • Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs • Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice • Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines • Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools • Stay up to date with new processes, market changes, training materials, and internal updates

• Partner growth - drive the commercial growth of existing retail partners; • Portfolio management - oversee a portfolio of retail partners, ensuring value creation across all stakeholders: partners, customers, couriers and Wolt; • Performance optimization - use data insights to identify opportunities for partners, propose tailored campaigns and provide high level consultation to boost results; • Relationship building - act as the key contact for appointed accounts, maintaining strong communication and supporting expansion opportunities; • Cross-functional collaboration - ensure smooth communication across functions to align goals and optimize partner performance.