Customer Support Operations Specialist

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We are looking for an exceptional Customer Support Operations Specialist, to join our fast-growing Support team <br></br>

The CS Operations Specialist is an 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.<br></br>

 

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Main Responsibilities:

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• <point>Resolve high-sensitivity cases, including escalations and requests from local authorities, by collaborating with internal stakeholders and ensuring all resolutions meet quality standards and SLAs.</point>
• <point>Identify and fix gaps in escalation workflows, collaborate with internal teams to improve agent performance, maintain logs of feedback and follow-up actions, and contribute to improving internal knowledge resources</point>
• <point>Boosting brand loyalty by showing our users what excellent customer support looks like</point>
• <point>Perform quality assurance audits on high-priority queues, provide actionable feedback, track recurring issues, and support calibration to maintain consistent scoring.</point>
• <point>Being a key player in building a support team in a challenging growth environment.</point>

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Requirements:

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• <point>You have previous experience in a customer support role.</point>
• <point>You have a customer-first attitude with a passion for helping others</point>
• <point>You have a curiosity as to why customer support is contacted in the first place and be ready to tell the story to other teams within Bolt.</point>
• <point>You have excellent spoken and written English and Polish skills.</point>
• <point>You are passionate about new technologies.</point>

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