CS Operations Team Lead

Bolt; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Stock options

Wellness perks

1-month sabbatical

Annual company events

Hybrid model with in-office days

12 in-office days per month

Job summary

Bolt is recruiting to lead a high-performing Customer Support team in a hybrid role based in Warsaw. You will coach agents, manage both in-house and outsourced operations, and drive KPI results with data insights. You will shape processes to boost speed, quality, and customer satisfaction while owning QA and continuous improvement.

Fluency in Polish and English is essential. You will work with tools like Google Sheets, Zendesk QA, Assembled, and Looker in a fast-paced, collaborative environment.

Qualifications

• Experience leading Customer Support teams in a fast-paced environment.
• Experience with outsourced support teams and performance management.
• Strong coaching and feedback skills with a data-driven mindset.
• Ability to translate metrics into actionable improvements.
• Fluent in Polish and English.

Responsibilities

• Lead, develop, and engage a Customer Support team, fostering a high-performance culture.
• Own real-time operations across in-house and outsourced teams.
• Drive KPIs like speed, quality, resolution, and customer satisfaction using data.
• Own QA and continuous improvement of customer experience.
• Collaborate with stakeholders to optimize processes and decisions.

Skills

Leadership

Coaching

Data-driven mindset

Stakeholder management

Organized / proactive

Fluent Polish & English

Tools

Google Sheets

Zendesk QA

Assembled

Looker

Job description

About Bolt

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

About Bolt

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries. From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding. And we're just getting started.

Why join Bolt?

• Build the future of mobility and help transform how people live and move in cities.
• Tackle challenges at scale that span technology, operations, regulation, and growth.
• Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry.
• Join one of Europe's leading technology companies, backed by world-class investors including Sequoia.

About The Role

In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations. You will ensure KPI delivery through active coaching, queue oversight, and strong performance management of the outsourced partner.

Main Tasks And Responsibilities

• Lead, develop, and engage a team of Customer Support agents and specialists, driving a high-performance culture through coaching, regular feedback, and performance management.
• Own real-time operations, ensuring queue health, effective staffing, and smooth execution across in-house and BPO teams.
• Drive team performance against key KPIs (speed, quality, resolution, customer satisfaction), using data to identify gaps and implement improvements.
• Own customer support quality, including QA oversight, calibration alignment, and continuous improvement of the customer experience.
• Collaborate with stakeholders and use data-driven insights to improve processes, influence decisions, and drive operational and strategic improvements.

About You

• You have experience in leading Customer Support teams in a fast-paced, operational environment.
• You have experience working with outsourced customer support teams, managing their performance, and collaborating with their management and support functions.
• You have strong coaching and feedback skills, with experience in performance management.
• You have a data-driven mindset, with the ability to translate metrics into actions.
• You are comfortable working with tools such as Google Sheets, Zendesk QA, Assembled, and Looker.
• You are a confident stakeholder manager, able to communicate clearly and influence decisions.
• You are highly organised, proactive, and focused on delivering a strong customer experience.
• You are fluent in Polish and English.

Why you'll love it here

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Some perks may differ depending on your location and role.

At Bolt, using AI daily is a baseline expectation for everyone. If there's a faster, smarter way to do your work, we expect you to find it. You're still responsible for the output, so the standard stays high when using AI tools.

Everyone is welcome

Bolt is an equal opportunity employer.

We are committed to building a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, nationality, religion, gender or gender identity, sexual orientation, age, or disability.

We welcome applications from all backgrounds and are happy to make reasonable accommodations throughout our hiring process.

If you require any adjustments, please let us know.