Hybrid Customer Support Ops Lead - Real-Time KPIs

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

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.