CS Operations Agent Job Vacancy at Bolt Kenya
Job Overview
CS Operations Agent
Bolt Kenya
Kenya, Nairobi
About the job
The Customer Support team at Bolt is the backbone of our user experience, resolving customer queries with speed, empathy, and accuracy across Ride, Food, Rentals, Business, and more. We are looking for a detail-oriented, customer-obsessed individual to join our team as a Customer Support Operations Agent. In this role, you will be part of a dynamic environment where execution, ownership, and continuous improvement are key. CS Operations Agent Job Vacancy at Bolt Kenya
About The Role
As a Customer Support Operations Agent, you’ll be the first point of contact for Bolt users. You’ll handle incoming inquiries across multiple channels—chat, email, and voice—and resolve issues across various verticals. Your daily work will be crucial in upholding SLAs, improving tagging accuracy, and supporting escalations for continuous improvement in processes and user experience.
Your daily adventures will include:
Handle customer inquiries across chat, email, or voice (depending on shift) with empathy, speed, and accuracy.
Resolve issues related to rides, orders, rentals, payments, cancellations, and other vertical-specific concerns.
Follow SOPs, internal workflows, and macros to deliver consistent, high-quality support within SLA targets.
Ensure proper case tagging for analytics, and flag unclear processes or technical issues for improvement.
Maintain up-to-date product knowledge across all Bolt verticals and participate in regular training sessions.
Collaborate with team leads and agents to maintain queue balance and support during critical shift moments.
About you:
You have experience in customer support or similar fast-paced, user-facing roles.
You communicate clearly and effectively, with a strong customer-centric mindset.
You pay attention to detail and are committed to process adherence and quality outcomes.
You are adaptable, eager to learn, and comfortable supporting across multiple verticals.
You are self-motivated and accountable for your performance metrics and productivity.
You enjoy being part of a team and contribute to a positive, solution-oriented shift culture, including night shifts.
Experience is great, but what we look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!
Why you’ll love it here:
Play a direct role in shaping the future of mobility.
Impact millions of customers and partners in 500+ cities across 45 countries.
Work in fast-moving autonomous teams with some of the smartest people in the world.
Accelerate your professional growth with unique career opportunities.
Get a rewarding salary and stock option package that lets you focus on doing your best work.
Enjoy the flexibility of working in a hybrid mode.
Take care of your physical and mental health with our wellness perks.
Be part of an international and diverse team, in which we ensure a cooperative work environment.
Some perks may differ depending on your location.
