CS Operations Specialist

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<text>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 Accra, Ghana.</text>
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<gh-about-us>
<title>About us</title>

<text>

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!

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<gh-role-detail>

<title>About the role</title>

<text>

The CS Operations Specialist is a Tier 2 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.

You will serve as the bridge between frontline operations and process excellence, ensuring that escalations are resolved fairly, quality is upheld, and both customer and brand integrity are protected.

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<gh-responsibilities>

<title>Main tasks and responsibilities:</title>

<bulletpoints>

• <point>Supporting Bolt’s users on Escalation & Complex Case Handling.</point>
• <point>Providing Quality Assurance Support.</point>
• <point>Work on Process Integrity & Feedback Loop, helping improve our processes and frameworks, interacting with counterparts in other Bolt markets.</point>
• <point>Being part of shaping an exceptional customer experience for our customers, participating in weekly specialist or quality syncs with TLs and QA Leads</point>

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<gh-requirements>

<title>About you:</title>

<bulletpoints>

• <point>You are fluent in English, both written and spoken</point>
• <point>You have experience on escalations and sensitive cases</point>
• <point>You have experience working with internal stakeholders (e.g. Legal, Safety, Finance, Policy)</point>
  <point>You have experience conducting QA audits on high-priority queues or sensitive flows</point>
• <point>You are willing to work daytime and evening shifts</point>
• <point>You are willing to work (some) weekends</point>

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<text>

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!

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<gh-perks>

<title>Why you’ll love it here:</title>

<bulletpoints>

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

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<text>*Some perks may differ depending on your location and role.</text>
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