Senior Product Manager, Support ExperienceSenior Product Manager, Support Experience

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 At Bolt, users rely on support in moments that directly impact their experience — from resolving trip issues to accessing accounts or payments. These interactions play a key role in shaping trust across our platform, which serves over 200M users across multiple verticals and markets. As a Senior Product Manager, you will own the end-to-end user-facing support experience, including how users discover help, describe issues, interact with support channels, and track resolution. You will be responsible for a high-volume product surface handling millions of interactions each month, including live chat, self-serve tools, and intake flows. Your role will focus on continuously improving quality while balancing operational efficiency and cost-to-serve. Main tasks and responsibilities Defining product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency. Designing and improving user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels. Collaborating with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences. Running experiments and analysing results to inform product decisions, including impact on user experience and business metrics. Balancing user experience quality with cost-to-serve, using data to guide trade-offs and improvements. Acting as the main point of contact for Support Experience, aligning stakeholders and providing regular updates across product, operations, and leadership teams. About you You have demonstrated experience in product management, with ownership of consumer-facing products at scale. You have a strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms. You have experience balancing user experience with operational or business metrics, including cost-related considerations. You have experience working with data and experimentation to inform product decisions. You have strong communication skills, enabling effective collaboration across technical and non-technical stakeholders. You have familiarity with AI-driven support solutions, real-time systems, or customer support tooling. 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.