Merchant Services 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 will focus on proactive outreach to merchants in “soft churn” within Wolt’s mass managed portfolio to either help them regain sales momentum or clean up our platform when a merchant is no longer active. You’ll be on the front line, calling merchants to understand what’s blocking their success on Wolt and working with them to reactivate, or offboard them when they are permanently or temporarily closed or unable to operate on the platform.

This role is ideal for someone who enjoys a mix of outbound calling, problem‑solving, and data‑driven decision making, and who is motivated by turning at‑risk relationships into win‑win outcomes.

What you’ll be doing

• Proactively call and contact merchants in soft churn to understand their situation and help them get reactivated on Wolt.

• Diagnose and resolve operational blockers (e.g., menu, availability, preparation time, quality issues) that affect order volume and customer experience.

• Where reactivation is not possible, offboard merchants with clear rationale (temporary/permanent closure or reasons outside Wolt’s control) and ensure systems are updated accordingly.

• Use dashboards and reports to identify at‑risk merchants and prioritize outreach based on impact.

• Document each interaction clearly and consistently in our internal tools. You also contribute to building standard operating procedures, call scripts, and AI‑assisted workflows that make the team more efficient over time.

• Collaborate with Sales, Support, and other stakeholders to ensure a seamless merchant experience.

• Provide feedback on churn patterns and merchant pain points to help improve our products, processes, and playbooks.

• Support ad-hoc projects, including globally driven initiates to improve retention and merchant experience

Our humble expectations

• Tech-savvy and quick to adapt to new tools. Analytical mindset with a strong data focus; experience with BI tools and Excel is a plus.

• Excellent at turning strategy into action through strong time management and organization

• 3-5 years of experience in inside sales, outbound call centre, or customer support roles (B2B or B2C), ideally with a strong outbound component.

• Proven track record of re‑engaging at‑risk customers/partners or managing retention/upsell campaigns.

• Comfortable making a high volume of calls and having direct commercial and operational conversations with business owners or managers.

• Basic data analysis (e.g., building and reading dashboards, Excel/Sheets, simple filters and pivots) and strong data‑driven thinking.

• Ability to interpret performance metrics (orders, cancellations, availability, ratings) and turn them into clear actions.

• Curiosity and basic comfort with AI tools (e.g., using AI to draft outreach, summarize notes, or build simple workflows); bonus if you’ve built small processes or automations with AI.

• Excellent communication and relationship‑management skills with small business owners and strong influencing skills.

• Resilience and comfort with objection handling and tough conversations.

• Structured and organised; able to manage a pipeline of merchants and follow up consistently.

• Fluent Danish and English (written and spoken).

Bonus: experience in restaurants, hospitality, retail, or similar service industries.Bonus: experience working with marketplace or platform businesses.Bonus: Fluency in Arabic, Persian, or Turkish.

What we offer

• The opportunity to directly impact merchant success and platform health in one of Wolt’s core markets.

• A high‑ownership role where your ideas for playbooks, processes, and AI‑enabled tools can be quickly tested and scaled.

• Work within a skilled and mission‑driven Merchant Operations team in Denmark and across Wolt.

Why you’ll love it

• 🚀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

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply, make sure to add your CV and get the conversation going!

We will be reviewing applications on an on-going basis. If this sounds like an opportunity you want to pursue, apply today! 💙

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.