Customer Support Operations Specialist

We are looking for an exceptional CS Operations Specialist to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in our office in Kumasi, Ghana.
About Us
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!
About The Role
The Customer Support Operations Specialist handles complex, sensitive, and high-risk customer cases that require in-depth investigation, sound judgment, and strong ownership. This role also acts as a quality anchor — supporting in QA audits, feedback loops, calibration, and training with both in-house and outsourced teams.
This role supports Bolt’s most critical customer interactions across all business lines, including but not limited to safety, social media, escalations, and authority-related cases, ensuring issues are resolved accurately, responsibly, and with a high standard of care.
Main tasks and responsibilities:

• Tier 1 Case Handling (as needed): Support Tier 1 queues when required.
• Escalations & Complex Cases: Handle Tier 2 and high-sensitivity cases, including customer/agent escalations, safety incidents, legal/authority/chargeback disputes, executive and social media escalations, offline/back-office work, and in-person support at the Driver Engagement Centre. Partner with Legal, Safety, Finance, and Policy teams, ensuring accurate documentation, high-quality responses, and SLA compliance.
• Quality Assurance: Perform QA audits on high-priority, sensitive, and Tier 1 queues (as required). Deliver actionable feedback to in-house and outsourced teams, escalate recurring issues for training or SOP updates, and support calibration to maintain scoring consistency.
• Process Improvement: Identify escalation workflow gaps, recommend fixes, collaborate with QA, Training, and Ops, track feedback and follow-ups, and contribute to the knowledge base and escalation playbooks.
• Collaboration & Coverage: Join weekly specialist and quality syncs, provide ad hoc guidance on complex cases, and cover Tier 1/Tier 2 roles during leave or surge period.
  

About you:

• You are fluent in English and Twi.
• Strong experience in customer support or complex case handling.
• High emotional intelligence and resilience.
• Excellent written and verbal communication skills.
• Strong analytical and investigative ability.
• Ability to make decisions under pressure.
• High attention to detail and documentation standards.
• Comfortable working rotating, shift-based schedules in a 24/7 operation.
  

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!
Why you’ll love it here:

• Play a direct role in shaping the future of mobility.
• Impact millions of customers and partners in 600+ cities across 50+ countries.
• Work in fast-moving autonomous teams with some of the smartest people in the world.
• Accelerate your professional growth with unique career opportunities.
• Get a rewarding salary and stock option package that lets you focus on doing your best work.
• 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.
• Take care of your physical and mental health with our wellness perks.
• Some perks may differ depending on your location and role.

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