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Wolt is a delivery platform operating in over 500 cities across 30 countries. The Partner Operations team in Germany manages relationships with thousands of restaurant partners, from single-site kitchens to national chains, ensuring they succeed on the platform.
As a Partner Operations Associate, you will be the primary point of contact for restaurant partners, handling their day-to-day needs and driving their success on the Wolt platform. You'll work in a team of six associates plus a team lead, managing a ticket queue of partner requests and inquiries.
Key responsibilities include:
- Serving as the first point of contact for restaurant partners via email and phone, working through your ticket queue and seeing cases through to resolution
- Handling account, menu, settings, and payment queries independently, escalating to specialists when needed
- Identifying opportunities for partners to grow their business (promotions, advertising campaigns, menu optimization)
- Managing win-back conversations when partners consider leaving the platform, understanding their concerns and negotiating solutions
- Identifying patterns across partner conversations to help the team address root causes rather than repeat issues
- Maintaining organized case notes and documentation so the team can track partner status
You'll learn how a delivery business operates from an operational perspective, work closely with decision-makers about Wolt's restaurant partnerships in Germany, and see your work directly impact the platform's success.
Requirements:
- Experience in customer support, hospitality, administration, or account management
- Hands-on experience working a ticket queue in a support or CRM tool (core to this role)
- Comfort handling partner conversations by phone and email, including difficult conversations
- Ability to work to documented processes while managing steady request flow and deadlines, with judgment for edge cases
- Commercial mindset: comfortable recommending promotions, advertising campaigns, and persuading partners to stay
- Fluent German (C1 or above) and excellent English
