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 As a French-speaking Customer Support Operations Agent, you’ll be the first point of contact for Bolt users in the French-speaking markets. You’ll handle incoming inquiries across multiple channels—chat, email, and voice—and resolve issues across various verticals. Your work will directly shape the customer experience in these markets by upholding SLAs, improving tagging accuracy, and supporting escalations for continuous improvement in processes and user experience. Main tasks and responsibilities Handle customer inquiries across chat, email, or voice (depending on shift) with empathy, speed, and accuracy. Resolve issues related to rides, orders, rentals, payments, cancellations, and other vertical-specific concerns. Follow SOPs, internal workflows, and macros to deliver consistent, high-quality support within SLA targets. Ensure proper case tagging for analytics, and flag unclear processes or technical issues for improvement. Maintain up-to-date product knowledge across all Bolt verticals and participate in regular training sessions. Collaborate with team leads and agents to maintain queue balance and support during critical shift moments. About you You are fluent in French and English. You have experience in customer support or similar fast-paced, user-facing roles. You communicate clearly and effectively, with a strong customer-centric mindset. You pay attention to detail and are committed to process adherence and quality outcomes. You are adaptable, eager to learn, and comfortable supporting across multiple verticals. You are self-motivated and accountable for your performance metrics and productivity. You enjoy being part of a team and contribute to a positive, solution-oriented shift culture, including night shifts. 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.