Senior Safety Incident Specialist

Bolt; Lisboa; Híbrido; EUR 30 000 - 40 000; Tempo integral

Resumo da oferta

A leading mobility company in Lisbon is looking for an Incident Management Specialist to handle escalated safety incidents and provide operational feedback. You will collaborate with cross-functional teams to ensure high standards throughout the incident lifecycle, mentor peers, and analyze trends to improve processes. Ideal candidates are detail-oriented and have experience in risk or customer-facing roles. This position offers competitive salary, stock options, and wellness perks.

Serviços

Competitive salary

Stock options

Wellness perks

Paid sabbatical after 5 years

Annual company events

Qualificações

• Experience in incident management, risk, or customer-facing roles.
• Strong judgment and empathetic communication style.
• Detail-oriented and able to manage sensitive information.
• Comfortable collaborating with diverse teams.
• Willingness to work flexible hours.

Responsabilidades

• Manage the end-to-end resolution of significant safety incidents.
• Collaborate with internal stakeholders to resolve incidents.
• Provide feedback and improve incident handling processes.
• Mentor teammates on complex cases.
• Analyze incident trends to enhance quality.

Conhecimentos

Incident management

Risk assessment

Empathy

Attention to detail

Cross-functional collaboration

Descrição da oferta de emprego

About Us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

About The Role

This role acts as a subject matter expert for unique or escalated events, partnering cross-functionally to protect customer trust and reduce incident impact. You will also support continuous improvement by mentoring peers and providing operational feedback.

Main tasks and responsibilities

• Incident Management: Owns the end-to-end resolution of significant or escalated safety incidents. Ensures high standards of care, speed, and documentation throughout the incident lifecycle.
• Stakeholder Coordination: Collaborates with internal stakeholders, including Risk & Safety, Legal, and Customer Support, to resolve incidents cross-functionally and communicate clearly with impacted parties.
• Policy & Process Input: Reviews global policy guidance and applies it to real-world casework. Proactively identifies friction points and helps design better workflows for handling “Significant Risk” and “Unique” cases.
• Mentorship & Support: Acts as a point of guidance and expertise within the team. Supports Safety Incident Specialists on complex cases and shares best practices across the team.
• Operational Feedback: Analyzes incident trends and root causes. Delivers clear feedback to frontline Safety Operations teams to improve quality and first-touch resolution.
• Quality & Performance Focus: Maintains accountability for case quality and resolution speed. Participates in quality assurance efforts and contributes to team-level performance improvement initiatives.

About you

• You have experience in incident management, risk, safety, or customer-facing roles - ideally in fast-paced, high-stakes environments.
• You’re calm under pressure, with excellent judgment and a clear, empathetic communication style.
• You’re highly detail-oriented and able to manage sensitive information with discretion and professionalism.
• You’re comfortable working cross-functionally and can confidently collaborate with Legal, Risk, and Support teams.
• You’re flexible with working hours, including occasional evenings or weekends, depending on incident needs.
• You’re naturally curious and proactive, constantly looking for ways to improve processes and outcomes.

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!

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.