Merchant Operations Associate - Proactive Retention & Churn Management

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

About the Role

As a Merchant Operations Associate, you’ll focus on reaching out to merchants who are at risk of becoming inactive. Your goal is to help them get back on track or, if needed, support them in offboarding from the platform. You’ll speak directly with merchants to understand their challenges, solve issues, and improve their experience on Wolt. This role is a mix of outbound calling, problem-solving, and working with data.

This role suits someone with around 3+ years of experience who is comfortable making calls, staying organised, and enjoys helping customers succeed.

What you’ll be doing

Contact merchants who are at risk of churn and help them reactivate

Understand and solve issues affecting their performance (e.g. menu, availability, quality)

Offboard merchants when reactivation is not possible

Use data and dashboards to prioritise outreach

Document all interactions in internal tools

Work with Sales, Support, and other teams to improve the merchant experience

Share feedback on common issues and suggest improvements

Support team projects related to retention and operations

Our humble expectations

3+ years of experience in support, sales, or similar roles

Comfortable making outbound calls and speaking with business owners

Good p