<gh-intro>
<text>
We are looking for a shift-based CS Operations Team Lead to join the Customer Support department. In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations.
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</gh-intro>
<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, national origin, 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-about-us>
<gh-role-detail>
<title>About the role</title>
<text>
As a CS Operations Team Lead ou will act as the first layer of operational stability during live shifts, ensuring KPI delivery through active coaching, queue oversight, and strong cross-functional collaboration.
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</gh-role-detail>
<gh-responsibilities>
<title>Main tasks and responsibilities:</title>
<bulletpoints>
- <point>Lead, develop, and engage a team of Customer Support agents and specialists, driving a high-performance culture through coaching, regular feedback, and performance management.</point>
- <point>Own real-time operations, ensuring queue health, effective staffing, and smooth execution across in-house and BPO teams.</point>
- <point>Drive team performance against key KPIs (speed, quality, resolution, customer satisfaction), using data to identify gaps and implement improvements.</point>
- <point>Own customer support quality, including QA oversight, calibration alignment, and continuous improvement of the customer experience.</point>
- <point>Support hiring, onboarding, and training, while maintaining up-to-date knowledge base content and ensuring team readiness.</point>
- <point>Collaborate with stakeholders and use data-driven insights to improve processes, influence decisions, and drive operational and strategic improvements.</point>
</bulletpoints>
</gh-responsibilities>
<gh-requirements>
<title>About you:</title>
<bulletpoints>
- <point> You have experience in leading Customer Support teams in a fast-paced, operational environment.</point>
- <point>You are comfortable working in a shift-based setup and managing real-time operations.</point>
- <point>You have strong coaching and feedback skills, with experience in performance management.</point>
- <point>You have a data-driven mindset, with the ability to translate metrics into actions. </point>
- <point>You are a confident manager, able to communicate clearly and influence decisions.</point>
- <point>You are highly organised, proactive, and focused on delivering a strong customer experience. </point>
</bulletpoints>
<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-requirements>
<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 3 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>
</bulletpoints>
<text>*Some perks may differ depending on your location and role.</text>
</gh-perks>