CS Operations Specialist

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 Job

The CS Operations Specialist is a Tier 2 expert responsible for handling sensitive and complex cases that require deeper investigation, judgment, and cross-functional collaboration. This role also acts as a quality anchor — supporting in QA audits, feedback loops, and calibration with both in-house and outsourced teams. They serve as the bridge between frontline operations and process excellence, ensuring that escalations are resolved fairly, quality is upheld, and both customer and brand integrity are protected.

Main Responsibilities

• Handle Tier 2 Escalations: Investigate and resolve sensitive, high-priority cases, including safety incidents, legal or chargeback disputes, and executive or social media escalations within SLA targets.

• Cross-Functional Collaboration: Partner directly with Legal, Safety, Finance, and Policy teams to navigate complex case investigations and protect brand integrity.

• Drive Quality Assurance: Conduct QA audits on high-priority queues, lead internal calibration sessions, and ensure consistent scoring standards across in-house and outsourced teams.

• Provide Feedback & Coaching: Deliver structured, actionable feedback to agents and team leads, tracking repeat quality trends to trigger retraining or SOP updates.

• Optimize Processes & Playbooks: Identify workflow gaps, recommend process fixes, and actively update internal knowledge bases and escalation playbooks.

• Subject Matter Support: Serve as an operational anchor by offering ad-hoc support on complex cases, participating in weekly quality syncs, and providing coverage during surges.

About You

• You have experience in Tier 2 customer support, handling safety cases, escalation management, or operational QA.

• You have strong problem-solving ability with sound judgment for handling sensitive, legal, or safety-related incidents.

• You have excellent written and verbal communication skills, with advanced English proficiency required to collaborate effectively across cross-functional teams and clients based in the UK/IE.

• You are able to identify operational friction, write clear documentation, and continuously improve agent workflows.

• You are a highly organized individual contributor capable of prioritizing complex cases under SLA pressure in a fast-paced environment.

• You are willing to work shifts (including overnight shifts) and weekends.

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.