Customer Support Operations Agent

Rocket Lab; Kuala Lumpur; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

A fast-growing company is seeking a Customer Support Operations Agent in Kuala Lumpur. This role requires excellent English skills and at least one year of customer-facing experience. You'll work in a dynamic environment, responsible for handling customer inquiries and maintaining process efficiency, while enjoying hybrid work flexibility and wellness perks.

Benefits

Wellness perks

Stock option package

Flexible hybrid work

Qualifications

• At least 1 year of work experience in a customer-facing role.

Responsibilities

• Handling customer inquiries via chat, email, or voice.
• Following internal workflows and proactively flagging issues.
• Providing in-person support at Walk-In Centres.

Skills

Excellent English skills

Attention to detail

Positive attitude

Job description

We are looking for an exceptional Customer Support Operations Agent to join our fast-growing Support team working across our ride-hailing businesses. The position is based in our office in Kuala Lumpur, Malaysia.

About Us

With over 200 million customers 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, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

About The Role

As a Customer Support Operations Agent, you operate in a dynamic, fast-paced environment where daily execution, attention to detail, and ownership over customer satisfaction are critical. The role also supports proactive issue flagging, tagging accuracy, and feedback to help drive structural improvements.

Main tasks and responsibilities:

• Handling customer inquiries via chat, email, or voice channels.
• Following internal workflow, macros, SOPs, and proactively flagging broken processes, unclear policies, or tooling issues.
• Maintaining updated knowledge across all verticals by attending regular refresher sessions and training.
• Taking accountability for your productivity, accuracy, and customer impact.
• Providing in-person support to customers at Walk-In Centres/Driver Engagement Hubs, including managing physical queues, verifying documents, and resolving cases directly with customers or partners.
• Working closely with Team Leads and peer agents to ensure shift health and queue balance.
  
  
  

About you:

• You have excellent English skills, both written and spoken.
• You have at least 1 year of work experience in any customer-facing role.
• You have a positive and hard-working attitude.
• You pay attention to details.
  
  
  

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 2 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.