Qualifications
As a successful candidate, you will lead a team of Customer Support agents, fostering a high-performance culture through effective coaching, regular feedback, and performance management. You will also manage real-time operations, ensuring optimal queue health, effective staffing, and smooth execution across both in-house and BPO teams. Your analytical skills will be vital as you drive team performance against key KPIs (speed, quality, resolution, customer satisfaction), utilizing data to identify gaps and implement improvements. Furthermore, you will take ownership of customer support quality, including QA oversight and continuous improvement initiatives.
About the job
Bolt is looking for a Customer Support Operations Team Lead based in Tallinn, Estonia. This position centers on guiding the in-house support team and making sure live shifts run smoothly. The role also involves keeping a close eye on the performance of outsourced partner operations.
Role overview
The Team Lead will oversee daily support activities, focusing on team performance and engagement. During live shifts, quick decisions and steady leadership are essential to maintain high service standards. The position also includes responsibility for monitoring and coordinating with outsourced partners to ensure consistent support quality.
What you will do
- Lead and support the in-house customer support team during scheduled shifts
- Monitor team performance and provide guidance as needed
- Promote team engagement and a positive work environment
- Supervise the execution of live support operations
- Oversee and coordinate with outsourced partner operations
About Bolt
Bolt is one of the fastest-growing tech companies in Europe and Africa, boasting over 200 million customers across more than 50 countries. Our success is driven by our commitment to creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability. Our ultimate mission is to transform urban living, making cities more people-friendly and less reliant on cars.
