Customer Support Commercial Program Manager

BOLT; Warszawa; On-site; PLN 211,000 - 297,000; Full time

Job summary

A fast-growing tech company is seeking a Customer Support Commercial Program Manager in Warsaw to manage vendor strategies and ensure effective customer support operations. With a focus on vendor management and collaboration across teams, the ideal candidate will have experience in procurement and a deep understanding of customer support. This role offers an opportunity to significantly impact the company's operational excellence.

Qualifications

• 3 - 5 years of experience in vendor management or procurement.
• Solid understanding of Customer Support delivery models.
• Experience with contract and compliance management.

Responsibilities

• Coordinate vendor sourcing and selection strategy.
• Partner with Finance for tracking business cases.
• Design and run vendor governance process.

Skills

Vendor management

Procurement

Commercial understanding

Customer support delivery models

Effective communication

Autonomous work

Tools

Jira

Confluence

Looker

Job description

Customer Support Commercial Program Manager

We’re looking for a great CS Commercial Program Manager to join our CS Team. Locations: Tallinn, Estonia | Warsaw, Poland | Lisbon, Portugal

The CS Vendor Program Manager is responsible for coordinating the strategy for, selection of and management of all service providers / vendors for Customer Support. They own the governance framework, maintain strategy and contract documentation and ensure bills are accurate and served / paid in a timely manner. Ideally the role holder will have commercial / procurement / legal experience coupled with a good understanding of CS operations.

Main tasks and responsibilities:

• Own the vendor sourcing and selection strategy, working with Legal and Procurement. (Daily vendor ops sit with CS Operations.)
• Partner with Finance to build and track business cases for vendor setup, transitions, or service changes.
• Design and run our vendor governance process, including QBRs, reporting standards, and commercial / financial reviews.
• Ensure accurate invoicing and timely payments across all CS vendor accounts.
• Write and maintain contract templates and statements of work, in collaboration with Procurement, Legal, CS Experience, and CS Operations.
• Act as a CS subject matter expert on vendor-related projects and strategic initiatives.

About you:

• You have at least 3 - 5 years of experience in vendor management, procurement, or working for a business process outsourcing company (ideally within a customer support environment).
• You are confident working across contracts, commercials, and compliance - from RFPs to renewal terms, you understand how to protect Bolt’s interests while building long‑term partnerships.
• You have a solid grasp of Customer Support delivery models, including in‑house vs outsourced setups, tiered support, SLAs, QA processes, and performance metrics.
• You are a structured communicator and effective programme driver, skilled at aligning cross‑functional teams and BPO partners.
• You know your way around tools like Jira, Confluence, Sheets, Presentations, and reporting tools including Looker; and you understand the value of documentation, dashboards, and governance routines.
• You thrive in autonomous environments, a self‑starter who takes ownership, works independently, and brings a pragmatic, solutions‑first mindset.
• 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!

Apply now and join us to make cities for people, not cars.

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About us

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