We are looking for a Head of CS Experience to strengthen how we partner with Bolt Verticals and turn customer support performance into clear business outcomes. In this role, you'll lead the Experience team and work closely with CS Operations, Product, and Engineering to improve processes end-to-end and elevate the overall customer experience, including ownership of specialist (tier 3) safety escalations.
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
You will be responsible for finding insights from our millions of customer interactions each month and turning them into performance and business improvements as quickly as possible. You will manage the relationship between Bolt Verticals and CS, translating business outcomes into CS processes and metrics. Reporting to the VP of Customer support, you will manage the Experience team, developing innovative ideas, driving transformation into Operations, re-engineering processes end-to-end, and working hand in glove with Product & Engineering.
This role also handles tier 3 (specialist escalation) for safety cases that go beyond CS Operations and develops business insights from CS activities to help improve Bolt products, solutions, and the overall customer experience. This is a combination of account management and consulting. Understanding various Bolt verticals and being credible as a business leader is essential.
Main tasks and responsibilities:
* Collect ticket/contact forecasts from each business vertical for CS Operations workforce planning.
* Capture business requirements from each business vertical (including new product or market launches) and translate into CS operational or product requirements.
* Own CS product and technology requirements and give prioritisation to Product for Engineering.
* Own and write processes for CS Operations.
* Tier 3 escalation point for critical safety cases, connecting to other Bolt functions and local law enforcement /healthcare/ insurance, other authorities as needed.
* Manage overall CS quality & customer experience; drive operations to achieve speed, quality & cost.
About you:
* You have proven experience leading customer support or experience functions, translating business goals into scalable CS strategies and measurable outcomes.
* You have experience in CS operations, BPO management, or service delivery, driving improvements in speed, quality, and cost through data-driven decisions.
* You have a strong track record managing relationships with multiple business lines, acting as a trusted partner to senior leaders, and translating CS performance into business outcomes.
* You have a background in consulting or strategy; able to diagnose root causes, design solutions, and influence transformation; highly fluent communicator with strong analytical capabilities.
* You have familiarity with working alongside Product and Engineering teams to define requirements, shape tooling, and re-engineer customer journeys end-to-end.
* You have experience overseeing high-impact or safety-critical cases, coordinating across legal, compliance, or external authorities where required, and operating effectively in high-growth, dynamic environments.
Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying
Why you'll love it here:
* Play a direct role in shaping the future of mobility.
* Impact millions of customers and partners in 600+ cities across 50+ countries.
* Work in fast-moving autonomous teams with some of the smartest people in the world.
* Accelerate your professional growth with unique career opportunities.
* Get a rewarding salary and stock option package that lets you focus on doing your best work.
* Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.
* Take care of your physical and mental health with our wellness perks.
* Some perks may differ depending on your location and role.