CS Operations Agent at Bolt

As a Customer Support Operations Agent, you’ll be the first point of contact for Bolt users. You’ll handle incoming inquiries across multiple channels—chat, email, and voice—and resolve issues across various verticals. Your daily work will be crucial in 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 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.