Merchant Operations Associate - Proactive Retention & Churn Management

About this role

Responsibilities

• 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
• 3+ years of experience in support, sales, or similar roles
• Comfortable making outbound calls and speaking with business owners
• Good problem-solving and organisational skills
• Basic data skills (e.g. Excel or Google Sheets)
• Comfortable using different tools and systems
• Clear communication skills in Danish and English

Requirements

• Experience in outbound sales or retention roles
• Background in hospitality, retail, or marketplaces
• Experience with CRM tools or dashboards
• Additional languages (e.g. Arabic, Persian, Turkish)
• 😎 Cool office in Copenhagen near public transport. Flexible working environment.
• 💻 MacBook, iPhone and company-paid subscription plan
• 🥗 Lunch plan, free office snacks, coffee and tea, and discounts on Wolt
• 🩹 Health insurance
• 🧑‍🤝‍🧑 Social gatherings
• 🚀Global and growing fast: Be part of a fast-moving scaleup
• 🤩Ride of a lifetime: Accelerate your career and build your sales skills
• 💪Instant impact: Take ownership and make a difference
• 💙Big hearts and small egos: Surround yourself with smart, friendly people

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 problem-solving and organisational skills Basic data skills (e.g. Excel or Google Sheets) Comfortable using different tools and systems Clear communication skills in Danish and English