About the Role

• As an in-house Customer Support Specialist, you will serve as the benchmark for quality and high-stakes case handling across Bolt’s Africa operations. In this multi-skilled role, you will independently investigate severe safety incidents, handle sensitive public social media escalations, and manage complex Bolt for Business and B2G support cases.
• Working across Safety, Social Media, and Corporate accounts, you will use sound judgment and empathy to make defensible decisions under pressure, set the standard for team calibration, and support peers. Bolt ensures you are backed by a supportive team culture, complete with regular well-being checks and peer resources to help you succeed in this high-impact seat.

Main Tasks and Responsibilities

• High-Stakes Case Resolution: Investigate severe safety incidents (e.g., assault, harassment, fatalities) using SOPs, gathering all trip data and communicating with deep empathy and composure.
• Multi-Channel Coverage: Manage safety-flagged social media escalations, authority contacts, and complex Tier 1–2 Bolt for Business and B2G cases end-to-end.
• On-Site & High-Friction Support: Provide empathetic, in-person assistance at the Driver Engagement Centre, managing aggressive drivers or traumatized riders professionally.
• Quality & Accuracy: Document every case accurately and factually within each session while participating in peer calibration and SOP improvements.
• Cross-Functional Collaboration: Partner with Marketing, Legal, PR, Sales, and Local Operations to resolve complex escalations, maintain SLAs, and protect user PII.
• Continuous Growth & Team Sprints: Participate in daily scenario sprints, peer learning, and regular training re-certifications to continuously elevate team standards.

About You

• Relevant Experience: 1–2+ years in customer support, trust and safety, content moderation, or managing sensitive, high-risk cases (authority liaison experience is a strong plus).
• Language Proficiency: C1 level in English, with exceptional, factual written communication skills.
• Decisive Under Pressure: Strong analytical mindset to evaluate trip evidence and make defensible, sound decisions quickly with incomplete information.
• Emotional Intelligence & Resilience: High EQ and composure, able to absorb user distress and manage intense situations without internalizing stress.
• Cross-Segment Communication: Skilled in adapting your tone across diverse channels—from empathetic public social media responses to professional B2B/B2G stakeholder interactions.
• Operational Readiness: Comfortable working in a 24/7 shift-based environment, navigating diverse African cultural dynamics, and adapting quickly to tools like Zendesk or Salesforce.

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.