Customer Support, Head of Rentals at Bolt

Customer Support, Head of Rentals
Bolt Customer Support is looking for a Head of our Rentals Support business. This is a senior lead working globally with customers, employees and business stakeholders to deliver great experiences that attract and retain customers. The successful candidate will have proven experience leading global support organisations, managing both inhouse and supplier delivery to high levels of resolution and satisfaction in a fast paced industry. Our rental business can be highly seasonal so experience of managing significant changes in demand is required.

Your daily adventures will include:

1. Ensure our Rentals customers receive timely solutions that feel easy
2. Clearly narrate our Rental customer and people outcomes, proactively and reactively to ensure clarity and credibility with our business stakeholders
3. Create and deliver continual improvements to our customer, colleague and employee experiences
4. Be a role model leading our support readiness for existing and predicted challenges and share ideas to decrease the workload and improve the quality and speed of Bolt’s customer support
5. Contribute to peer success through collaboration, creativity and giving critical constructive feedback
6. Identify problems and opportunities to support our purpose and then initiate, own and contribute to solutions
7. Role model our Leadership framework to ensure your People are highly engaged, feeling inspired and fulfilled by their work
8. Lead initiatives to reduce the need for customer support
9. Build and maintain transparent and productive relationships with CS business stakeholders - ensure CS has influence to improve the Customer experience by providing timely, high quality analysis regarding the Customer’s current experience.

We are looking for:

1. You will have successfully led significant support functions - improving both customer experience and efficiency
2. You are a proven leader and collaborator with excellent negotiation and communication skills (both verbal and written) in English
3. You are data-driven with excellent analytical and spreadsheet skills
4. You are a team player with proven interpersonal skills managing internal and external partner relationships
5. You are experienced hiring, developing and leading culturally diverse people and teams
6. You are able to develop psychologically safe teams who bring the best version of themselves to their work.