Customer Support Operations Specialist - Safety

About Bolt

Bolt is transforming urban mobility around the world, creating cities designed for people rather than vehicles. Since its launch in 2013 by a young entrepreneur, Bolt has evolved into a global mobility platform that serves over 200 million customers and 4.5 million driver and courier partners in 50 countries. Their services span ride-hailing, food delivery, scooter and e-bike rentals, and car-sharing. The company operates with small autonomous teams combining startup agility with the scale of a major tech firm, bolstered by over €1 billion in investments.

Why Work Here?

• Contribute to shaping the future of urban mobility and improving how people experience city travel.
• Engage with large-scale challenges across technology, operations, regulations, and business growth.
• Take significant ownership early on, influencing decisions from day one within a nimble team environment.
• Join a leading European technology company supported by prestigious investors like Sequoia.

Role Overview

As a Customer Support Specialist focused on Safety for Bolt's Africa operations, you will be the standard-bearer for managing sensitive and critical cases. Your duties include thoroughly investigating serious safety incidents, handling public social media escalations sensitively, and overseeing complex support issues related to Bolt for Business and governmental accounts. This multifaceted role demands independent decision-making, empathy, and composure under pressure, with collaboration and ongoing support from the broader team.

Key Responsibilities

• Conduct investigations into severe safety occurrences such as assaults, harassment, or fatalities, using established procedures and comprehensive trip data analysis while maintaining empathetic and calm communication.
• Manage escalations flagged for safety concerns across social media platforms, coordinate with authorities, and resolve intricate support cases for business and government clients from start to finish.
• Provide compassionate and professional in-person support at the Driver Engagement Centre, effectively handling challenging interactions with aggressive drivers or distressed customers.
• Accurately document each case with precise, factual information and engage in peer reviews to enhance protocols and team consistency.
• Work closely with departments including Marketing, Legal, Public Relations, Sales, and Local Operations to address complicated escalations, uphold service level agreements, and safeguard personal data privacy.
• Participate in daily training sprints, peer learning sessions, and recurrent certifications to continually raise team performance standards.

Candidate Profile

• At least one to two years’ experience in customer support, trust and safety, content moderation, or handling high-risk, sensitive cases; experience liaising with authorities is advantageous.
• Proficient in English at a C1 level, with outstanding written communication skills that emphasize accuracy and clarity.
• Demonstrates strong analytical abilities to make well-reasoned decisions quickly, even with incomplete information, under pressure.
• Possesses high emotional intelligence and resilience, able to absorb stress without internalizing it, remaining composed during intense situations.
• Skilled at modifying communication style for diverse audiences, balancing empathy on public social media with professionalism in B2B or government interactions.
• Adaptable to a 24/7, shift-based work model, comfortable navigating varied African cultural contexts, and capable of efficiently using tools such as Zendesk and Salesforce.

Benefits and Culture

• Opportunity to advance your career with unique professional growth pathways.
• Competitive salary complemented with stock options, aligning your success with Bolt's growth.
• Support for both physical and mental well-being through wellness programs.
• A paid sabbatical of one month after five years of service to rejuvenate.
• Regular company-wide and team events to foster connection with colleagues.
• A hybrid working model balancing flexibility and face-to-face collaboration with at least 12 office days monthly.
• Note that some perks may vary depending on the role and location.

Additional Information

Routine use of AI tools is expected to enhance work efficiency, but ultimate responsibility for quality outcomes remains with the employee. Integrity, intelligence, and motivation are valued above experience, encouraging all interested candidates to apply.

Bolt is committed to equal employment opportunities, fostering an inclusive environment free from discrimination on the basis of race, religion, nationality, gender identity, sexual orientation, age, disability, or other protected categories. Reasonable accommodations are provided throughout the hiring process upon request.