Job Description

<gh-intro>
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We are looking for an exceptional CS Operations Agent to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in Nicosia, Cyprus.
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<gh-about-us>
<title> About us</title>
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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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<title> About the role</title>
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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.

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.
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<gh-responsibilities>
<title> Main tasks and responsibilities:</title>
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• <point>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. </point>
• <point>Ensure all resolutions align with Bolt policies and processes, delivering outcomes that meet customer expectations.</point>
• <point>Follow internal workflows, SOPs, and macros, apply accurate ticket tagging, and proactively flag process or tooling gaps through proper channels.</point>
• <point>Maintain up-to-date product knowledge across all verticals (Food, Ride, Rentals, Business, etc.), complete trainings, and contribute to cross-functional upskilling.</point>
• <point>Meet or exceed KPIs such as FRT, AHT, CSAT, and resolution time, and actively participate in audits, coaching, and performance reviews.</point>
• <point>Collaborate with team leads and peers to ensure smooth operations, share insights and feedback, and support during high-demand or critical situations.</point>

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<gh-requirements>
<title> About you:</title>
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• <point>You are fluent in Greek [near native C2] and written and spoken English.</point>
• <point>Strong experience in customer support or complex case handling and high emotional intelligence/resilience.</point>
• <point>Excellent written and verbal communication skills.</point>
• <point>Strong analytical and investigative ability.</point>
• <point>Ability to make decisions under pressure and high attention to detail/documentation standards.</point>
• <point>Comfortable working rotating, shift-based schedules in a 24/7 operation.</point>

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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>
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• <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>

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