Customer Support Operations AgentCustomer Support Operations Agent

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 The CS Operations Agent is the frontline of Bolt’s support experience. The role focuses on resolving customer queries quickly, accurately, and with empathy across Bolt products, including Bolt Food, Ride, Rentals, Business, and future services. This position is based in Tallinn, Estonia The agent works in a fast-paced environment where strong execution, attention to detail, and ownership of customer satisfaction are essential. The role also includes proactively flagging issues, ensuring accurate tagging, and sharing feedback to support continuous product and process improvements. Main tasks and responsibilities Handle customer inquiries across chat, email, or voice, resolving issues related to rides, orders, rentals, accounts, payments, and cancellations while meeting SLAs for speed, accuracy, and customer satisfaction. Ensure all resolutions align with Bolt policies and processes, delivering outcomes that meet customer expectations. Follow internal workflows, SOPs, and macros, apply accurate ticket tagging, and proactively flag process or tooling gaps through proper channels. Maintain up-to-date product knowledge across all verticals (Food, Ride, Rentals, Business, etc.), complete trainings, and contribute to cross-functional upskilling. Meet or exceed KPIs such as FRT, AHT, CSAT, and resolution time, and actively participate in audits, coaching, and performance reviews. Collaborate with team leads and peers to ensure smooth operations, share insights and feedback, and support during high-demand or critical situations. About you You are fluent in Dutch and English [at least C1] Some experience in customer support or complex case handling and high emotional intelligence/resilience is a plus Excellent written and verbal communication skills. Strong analytical and investigative ability. Ability to make decisions under pressure and close attention to detail/documentation standards. Comfortable working within our hybrid model, with at least 12 monthly in-office days. 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.