About Bolt
Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.
From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding.
And we're just getting started.
Why join Bolt?

• Build the future of mobility and help transform how people live and move in cities.
• Tackle challenges at scale that span technology, operations, regulation, and growth.
• Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry.
• Join one of Europe's leading technology companies, backed by world-class investors including Sequoia.
  

About The Role
The Customer Support Operations Specialist handles complex, sensitive, and high-risk customer cases that require in-depth investigation, sound judgment, and strong ownership. This role also acts as a quality anchor — supporting in QA audits, feedback loops, calibration, and training with both in-house and outsourced teams.
This role supports Bolt’s most critical customer interactions across all business lines, including but not limited to safety, social media, escalations, and authority-related cases, ensuring issues are resolved accurately, responsibly, and with a high standard of care.
Main Tasks And Responsibilities

• Tier 1 Case Handling (as needed): Support Tier 1 queues when required.
• Escalations & Complex Cases: Handle Tier 2 and high-sensitivity cases, including customer/agent escalations, safety incidents, legal/authority/chargeback disputes, executive and social media escalations, offline/back-office work, and in-person support at the Driver Engagement Centre. Partner with Legal, Safety, Finance, and Policy teams, ensuring accurate documentation, high-quality responses, and SLA compliance.
• Quality Assurance: Perform QA audits on high-priority, sensitive, and Tier 1 queues (as required). Deliver actionable feedback to in-house and outsourced teams, escalate recurring issues for training or SOP updates, and support calibration to maintain scoring consistency.
• Process Improvement: Identify escalation workflow gaps, recommend fixes, collaborate with QA, Training, and Ops, track feedback and follow-ups, and contribute to the knowledge base and escalation playbooks.
• Collaboration & Coverage: Join weekly specialist and quality syncs, provide ad hoc guidance on complex cases, and cover Tier 1/Tier 2 roles during leave or surge period.
  

About You

• You are fluent in English (C1)
• Strong experience in customer support or complex case handling.
• High emotional intelligence and resilience.
• Excellent written and verbal communication skills.
• Strong analytical and investigative ability.
• Ability to make decisions under pressure.
• High attention to detail and documentation standards.
  

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
Why You’ll Love It Here

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.
  

Some perks may differ depending on your location and role.
At Bolt, using AI daily is a baseline expectation for everyone. If there’s a faster, smarter way to do your work, we expect you to find it. You’re still responsible for the output, so the standard stays high when using AI tools.
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
Everyone is welcome
Bolt is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, nationality, religion, gender or gender identity, sexual orientation, age, or disability.
We welcome applications from all backgrounds and are happy to make reasonable accommodations throughout our hiring process. If you require any adjustments, please let us know.
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