AI Operations Lead - Customer Support Product

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

You will own end-to-end automation performance for a defined vertical and persona at Bolt, taking accountability for how effectively Bolt's AI support agent resolves customer issues. Your focus will be on continuously improving Automation Resolution Rate by identifying why automations fail and turning those insights into measurable improvements.

Working at the intersection of AI systems and operations, you will define what effective resolution looks like, build and maintain the routines that guide Alfred's responses, and improve the quality of the knowledge and data available to the AI. You will work closely with Product, Engineering, Legal, Compliance, and vertical teams to turn escalation patterns and evaluation results into concrete improvements that can be deployed and measured.

Location: This role can be based in Warsaw or Tallinn. However, relocation support is only provided for candidates moving to Tallinn, Estonia.

Main tasks and responsibilities

• Monitor AI agent performance across verticals and markets, using automation coverage, success rates, escalation patterns, and quality signals to identify and prioritise improvement opportunities.

• Run the AI Operations cadence, coordinating Program Managers, tracking actions through completion, surfacing cross-functional blockers, and translating operational priorities into clear input for Product and Engineering.

• Own the issue-level automation portfolio and reporting framework, maintaining clear visibility into coverage, performance, blockers, ownership, next actions, and quality trends.

• Define consistent standards for effective customer resolutions across issue types, ensuring they inform AI evaluations, routine quality, and acceptance criteria for improvements.

• Turn patterns from customers, CS agents, and vertical teams into actionable improvement requests, while coordinating cross-functional initiatives spanning knowledge content, policies, compliance, BPO quality, and operational processes.

• Develop AI Operations Program Managers by establishing clear working standards, improving escalation and root-cause practices, and building the team's capabilities as the function scales.

About you

• You have experience in operations, programme management, or product operations, with a track record of managing teams and delivering performance improvement programmes from definition through execution.

• You approach performance problems systematically, identifying whether the underlying cause comes from processes, coverage, tooling, prioritization, quality standards, or execution.

• You have experience coordinating complex programmes across stakeholders such as Product, Engineering, Legal, BPO, and business teams, turning multiple inputs into clear priorities and actions.

• You are familiar with how AI systems can fail and can distinguish between areas such as classification errors, knowledge gaps, and logic faults to identify the appropriate path to improvement.

• You are comfortable using performance metrics to prioritise work, measure progress, identify trends, and communicate operational health to stakeholders and leadership.

• You communicate clearly in writing and bring experience managing and developing people, establishing effective standards and helping teams perform consistently in fast-moving and evolving environments.

   

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.