<gh-intro>

<text>We are looking for an exceptional Customer Support Operations Manager, to join our fast-growing Support team.</text>
</gh-intro>

<gh-about-us>
<title>About us</title>

<text>With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

</text>

</gh-about-us>

<gh-role-detail>

<title>About the role</title>

<text>

The CS Operations Manager is responsible for managing day-to-day frontline and back-office operations across multiple markets by leading Team Leaders/Senior Team Leads, aligning execution with business goals, and ensuring Speed, Quality, and Cost KPIs are met. This role bridges high-level strategy and on-ground delivery, ensuring operational efficiency, service quality, and agent performance through close collaboration with internal teams and BPO partners.

</text>
</gh-role-detail>

<gh-responsibilities>

<title>Main tasks and responsibilities:</title>

<point>Lead and manage Team Leaders and Senior Team Leaders across multiple markets to ensure consistent frontline performance.</point>
<point>Drive operational efficiency by aligning team execution with business goals and optimizing workflows and queue management.</point>
<point>Have full ownership and accountability of all KPI’s (Speed, Quality, Cost) in the assigned Region. Monitor and improve KPIs through targeted coaching and process improvements. </point>
<point>Partner with QA, WFM, Training, Local Operations, and Central Operations teams to deliver scalable support and maintain high service quality.</point>
<point>Collaborate with BPO partners to ensure alignment on goals, agent development, and escalation management. Additionally, collaborate with BPO’s to drive their performance, adherence to metrics/targets, and action plans, if necessary.</point>
<point>Lead the successful rollout of regional initiatives and support change management efforts across teams.</point>

</bulletpoints>
</gh-responsibilities>

<gh-requirements>

<title>About you:</title>

<point> 7+ years of experience in customer support operations, with 3+ years in a team management or leadership role.</point>
<point> Proven track record of managing multi-market support teams and achieving performance targets.</point>
<point> Strong analytical skills with experience using QA and WFM data to drive improvements.</point>
<point> Excellent communication and leadership abilities, with experience coaching team leads and driving engagement.</point>
<point> Hands-on experience collaborating with BPOs or outsourced teams is strongly preferred.</point>
<point> Ability to thrive in a fast-paced, dynamic environment and lead change initiatives effectively.</point> </bulletpoints>

<text>

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!
</text>
</gh-requirements>

<gh-perks>

<point>Play a direct role in shaping the future of mobility.</point>
<point>Impact millions of customers and partners in 600+ cities across 50+ countries.</point>
<point>Work in fast-moving autonomous teams with some of the smartest people in the world.</point>
<point>Accelerate your professional growth with unique career opportunities.</point>
<point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
<point>Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.</point>
<point>Take care of your physical and mental health with our wellness perks.</point>

</bulletpoints>
<text>*Some perks may differ depending on your location and role.</text>
</gh-perks>

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