Head of Customer Experience - Delivery

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
Every Delivery order connects three sides: the customer waiting for food or groceries, the courier bringing it and the restaurant or store preparing it. As Head of CX, Delivery, you’ll own their end-to-end customer experience across all markets, ensuring that improvements for one side don’t come at an unfair cost to another.
Your goal is to make ordering, delivering and selling on Bolt so reliable that most support contacts never need to happen. When help is needed, customers should receive an instant, correct resolution in the app. When a live order requires human support, a capable expert should resolve the issue within minutes.
You’ll be the accountable partner to Delivery business leaders for customer outcomes and own the vertical’s support policies. Success means fewer contacts per order, faster live-order resolution and better satisfaction across all three sides. Refund and compensation costs should fall because fewer orders go wrong and policies are fair.

Main tasks and responsibilities:

• Own customer outcomes across Delivery. Improve customer, courier and merchant satisfaction, first contact resolution, repeat contact rates and contacts per order across all markets. Keep measurement definitions, denominators and time periods clear, and distinguish measured results from estimates.

• Eliminate the root causes of contact. Identify and quantify friction around order accuracy, missing items, late or failed deliveries and courier payouts. Address merchant and courier pain points in onboarding, portal usability and account management. Agree a named Product or Operations owner and delivery date for each fix, then track its impact.

• Own Delivery support policies. Develop fair, simple and economically sound policies for refunds, redelivery, replacements, missing or incorrect items, late orders, disputes and compensation. Balance the needs of all three sides, make policies executable through automated systems and validate changes through A/B testing before rollout.

• Make live-order support fast and automation effective. Define the support experience when an order goes wrong and ensure in-house teams and partners can deliver it quickly. Partner with CX Performance to expand automation where resolution quality is proven through reopen rates and customer satisfaction, and give Product and automation teams prioritised requirements for tooling and self-service.

• Lead and develop the Delivery CX team. Set clear outcomes for regional CX managers, policy programme managers and escalation specialists. Build strong leaders and maintain a flat structure with clear ownership.

• Embed customer experience in Delivery business decisions. Lead weekly customer health reviews across all three sides and monthly reviews of policy and root-cause progress. Represent customers, couriers and merchants in product decisions, including assessing readiness before changes that could increase contacts.

About you:

• You’ve led customer experience, operations or policy at scale in a multi-sided marketplace and personally owned metrics such as customer satisfaction, contact rate, refund rate or cost to serve. Experience in food or grocery delivery, quick commerce, e-commerce or logistics is a plus.

• You look for the reasons customers need help and address the underlying causes. You have operational depth in live delivery journeys and can examine support queues, refund records and product flows to identify where the experience breaks down.

• You can design policies that balance customer, courier and merchant needs with sound business economics, and explain the trade-offs clearly and concisely.

• You use AI and automation naturally in your work and can distinguish between closing a ticket and solving a customer’s problem. You use evidence to determine where automation improves outcomes and where human support is needed.

• You build credibility with business leaders, merchants and engineers, communicate directly and challenge decisions with evidence. You’re rigorous about data quality and honest about what the results show.

• You build strong teams and leaders, work effectively with few management layers and take ownership of outcomes. You move quickly and use resources thoughtfully.

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.