CS Operations Agent

About the role

The CS Operations Agent is the frontline of Bolt’s support experience. The role focuses on resolving customer queries quickly, accurately, and with empathy across Bolt products, including Bolt Food, Ride, Rentals, Business, and future services. The agent works in a fast-paced environment where strong execution, attention to detail, and ownership of customer satisfaction are essential. The role also includes proactively flagging issues, ensuring accurate tagging, and sharing feedback to support continuous product and process improvements.

Main tasks and responsibilities

• Handle customer inquiries across chat, email, or voice, resolving issues related to rides, orders, rentals, accounts, payments, and cancellations while meeting SLAs for speed, accuracy, and customer satisfaction.
• Ensure all resolutions align with Bolt policies and processes, delivering outcomes that meet customer expectations.
• Follow internal workflows, SOPs, and macros, apply accurate ticket tagging, and proactively flag process or tooling gaps through proper channels.
• Maintain up-to-date product knowledge across all verticals (Food, Ride, Rentals, Business, etc.), complete trainings, and contribute to cross-functional upskilling.
• Meet or exceed KPIs such as FRT, AHT, CSAT, and resolution time, and actively participate in audits, coaching, and performance reviews.
• Collaborate with team leads and peers to ensure smooth operations, share insights and feedback, and support during high-demand or critical situations.

About you

• You are fluent in Greek [near native C2] and written and spoken English.
• Strong experience in customer support or complex case handling and high emotional intelligence/resilience.
• Excellent written and verbal communication skills.
• Strong analytical and investigative ability.
• Ability to make decisions under pressure and high attention to detail/documentation standards.
• Comfortable working rotating, shift-based schedules in a 24/7 operation.