Live Operations Safety & Escalations 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

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.