We’re looking for a Head of Customer Support Operations to own and scale how Customer Support runs at Bolt globally. You’ll build strong operating rhythms, performance standards, and continuous improvement practices that keep support fast, reliable, and cost-effective across regions and partners. If you enjoy leading complex operations and turning change into simple, scalable execution - and you’ve led large-scale transitions across teams, vendors, or locations - this role is for you.
About Us
With over 200 million users 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 ability.
Our ultimate goal is to make cities for people, not cars. And we need your help on this mission!
About The Role
As a key leader in Customer Support, you will lead the global transition of Tier 1 and Tier 2 CS operations (in-house and outsourced) into Bolt’s 2026 operating model.
Your mandate is to keep service levels stable, manage risk, and deliver within the 2026 cost plan as :2,000 roles shift across regions and vendors. Once stabilised, you’ll take operational ownership of a major share of global CS, leading leaders and driving performance at scale.
Main tasks and responsibilities:
- Global Transition Leadership: Own the transition of Tier 1 & Tier 2 CS operations (in-house and BPO) from 2025 contracts to the 2026 model, ensuring stability and performance.
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