CS Safety and Control Center Specialist

Bolt; Warszawa; Hybrid; PLN 120,000 - 170,000; Full time

Benefits offered by this job

Stock options

Wellness perks

1 month sabbatical after 5 years

Annual company events

Job summary

Bolt is seeking a Safety & Control Center Specialist to stabilize live support operations during critical moments. You will manage high-risk queues such as fraud, authority cases, and internal escalations, monitor performance, and support agents in real time to prevent SLA breaches.

You’ll serve as a tactical problem solver and stability driver, ensuring the CS machine runs smoothly across user types and geographies while adhering to SOPs.

Qualifications

• Experience in real-time management, trust & safety, fraud, escalations, or global CS operations.
• Solid understanding of queue dynamics and real-time operations.
• Follows SOPs precisely and escalates when needed.
• Excellent documentation and note-taking skills.
• Shifts across time zones and geographies.

Responsibilities

• Monitor real-time queues (Safety, Authority, Internal Escalations) across your shift.
• Handle high-priority cases end-to-end following SOPs and guidance.
• Step in to agent-level actions to prevent backlog or SLA breaches.
• Flag shift risks to WFM and Team Leads with proposed mitigations.
• Contribute to daily shift health reports and handovers.
• Provide insights to improve processes by surfacing recurring errors and SOP gaps.

Skills

Real-time management

Trust & Safety

Fraud handling

Escalations

CS operations

Queue dynamics

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.

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

The Safety & Control Center Specialist plays a key role in stabilizing live support operations during critical moments. This role is responsible for handling high-risk queues (e.g. fraud, authority cases, internal escalations), monitoring queue performance, supporting agents in real time, and stepping in when operational issues risk breaching SLA or trust.

You’ll serve as both a tactical problem solver and a shift-level stability driver, helping the CS machine run smoothly across all user types and geographies.

Main Tasks And Responsibilities

• Own real-time monitoring of sensitive queues — Safety, Authority, Internal Escalations — across your shift.
• Handle high-priority cases end-to-end: authority requests and platform misuse, following defined SOPs.
• Step directly into agent-level actions to prevent backlog build-up or SLA breaches.
• Proactively flag shift risks (surges, idle agents, adherence drops) to WFM and Team Leads
• Contribute to daily shift health reports and structured handovers.
• Feed insights back into process improvement loops — surface recurring errors, pattern trends, and SOP gaps.

About You

• You're calm and decisive under pressure — you act, you don't wait for permission
• You have experience in real-time management, trust & safety, fraud, escalations, or global CS operations
• You have a solid understanding of queue dynamics and real-time operations, with a sharp eye for performance trends and KPIs.
• You follow SOPs precisely but know when something needs to be escalated — and to whom
• You take documentation seriously — nothing falls through the cracks.
• You're shift-ready and comfortable working across time zones and geographies.

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.

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!

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.