Head of Customer Experience - Rides

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
Rides is Bolt’s largest business and accounts for the largest share of our customer contacts. Many of those contacts should never need to happen. As Head of CX, Rides, you’ll own the end-to-end customer experience for riders and drivers across all markets, working with Product, Operations and CX to remove friction at its source.
Your goal is to make Rides the easiest mobility product in the world to use: customers rarely need help, receive a correct answer instantly when they do, and reach a capable human quickly when personal support is needed. You’ll decide which contacts should be prevented, which can be resolved automatically and which require human care.
You’ll be the accountable partner to Rides business leaders for customer outcomes and own the vertical’s support policies. Success means fewer contacts per order, better satisfaction and first contact resolution, and a lower cost to serve without compromising rider and driver trust.

Main tasks and responsibilities:

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

• Eliminate the root causes of contact. Identify and quantify the biggest sources of friction, from driver payouts and account transparency to vehicle self-service and fare clarity. Agree a named Product or Operations owner and delivery date for each fix, then track its impact.

• Own Rides support policies. Develop fair, simple and economically sound policies for refunds, compensation, cancellations, fees and rider–driver disputes. Make them executable through automated systems and validate changes through A/B testing before rollout.

• Improve automated resolution and access to human support. Partner with CX Performance to determine which contacts are ready for automation, measuring success through actual resolution, reopen rates and customer satisfaction. Ensure customers who need human help reach capable, empowered experts quickly, and give Product and automation teams prioritised requirements for tooling and self-service.

• Lead and develop the Rides 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 Rides business decisions. Lead weekly customer health reviews and monthly reviews of policy and root-cause progress. Represent riders and drivers in product decisions, including assessing readiness before changes that could increase customer contacts.

About you:

• You’ve led customer experience, operations or policy at scale in a marketplace or two-sided business and personally owned metrics such as customer satisfaction, contact rate or cost to serve. Experience in mobility, delivery, fintech or e-commerce is a plus.

• You look for the reasons customers need help and address the underlying causes. You can examine support queues, policies, refund records and product flows to identify friction, and you’re comfortable working with contact intents, average handling time, reopen rates and unit costs.

• 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 can design policies that balance rider needs, driver needs and Bolt’s economics, and explain the trade-offs clearly and concisely.

• You build credibility with business leaders 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.