Customer Support Manager at Bolt Technology

📍 Job Overview

Job Title: Customer Support Manager
Company: Bolt Technology
Location: Tbilisi, Georgia
Job Type: Hybrid (4 days in-office, 1 day remote)
Category: Customer Support & Operations
Date Posted: July 20, 2025
Experience Level: 0-2 years

🚀 Role Summary

Lead day-to-day support operations and drive performance across the support team
Ensure excellent service delivery to customers, partner couriers, and partner restaurants
Foster a high-performing, collaborative, and healthy team culture
Work closely with internal teams to identify operational pain points and implement data-driven improvements

📝 Enhancement Note: This role requires a balance of leadership, data-driven decision-making, and strong collaboration skills to excel in a fast-paced environment and drive meaningful change in customer support operations.

💻 Primary Responsibilities

Team Leadership & Support: Guide and support the Customer Support team to consistently deliver excellent service across all user groups
Performance Monitoring & Improvement: Monitor performance metrics and request patterns to improve workflows, shift schedules, and team capacity
Operational Optimization: Implement new tools, procedures, and internal documentation based on operational needs and team feedback
Cross-Functional Collaboration: Collaborate with the Team Lead and cross-functional teams to align support operations with broader business objectives
Team Culture & Development: Foster a collaborative and growth-oriented team environment while using customer feedback to improve support quality and team focus
Strategic Initiatives: Drive and oversee strategic support initiatives, using data insights to improve processes, automation, and long-term efficiency

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Management, or a related field (or equivalent experience)

Experience: At least 1 year of experience in a managerial role within customer support or operations in a fast-paced team

Required Skills:

Fluency in Georgian and English (full professional proficiency)
Proficient in using data and performance metrics to make decisions and identify improvement areas
Proactive and hands-on approach to problem-solving
Ability to build a positive, feedback-driven team culture that encourages growth and accountability
Strong collaboration skills and experience working cross-functionally with various teams

Preferred Skills:

Experience with customer support software and tools
Familiarity with data analysis and visualization tools
Knowledge of the food delivery industry and its unique challenges

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: As this role focuses on management and operations, a portfolio is not required. However, demonstrating relevant experience and achievements in customer support or operations through a resume or LinkedIn profile is essential.

💵 Compensation & Benefits

Salary Range: Monthly gross salary of 3,455 GEL + biannual performance-based bonuses

Benefits:

Health Insurance
Wellness Perks
Free Bolt Food Delivery
Team Events
Free Fruits
Free Drinks

Working Hours: Full-time, with a hybrid work opportunity allowing for remote work 1 day per week

📝 Enhancement Note: The salary range provided is based on the job listing and is in line with industry standards for customer support management roles in Tbilisi, Georgia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, specifically in the food delivery sector

Company Size: Medium to large (over 200 million customers in 50+ countries)

Founded: Not specified, but Bolt is one of the fastest-growing tech companies in Europe and Africa

Team Structure:

Customer Support team, led by the Customer Support Manager
Cross-functional teams, including Operations, Marketing, Account Management, and others

Development Methodology:

Data-driven approach to decision-making and process improvement
Collaborative and autonomous team structure

Company Website: Bolt

📝 Enhancement Note: Bolt's company culture emphasizes data-driven decision-making, collaboration, and continuous improvement, which are reflected in the Customer Support Manager role.

📈 Career & Growth Analysis

Customer Support Manager Career Level: Mid-level management role, responsible for day-to-day support operations, team leadership, and process improvement

Reporting Structure: Reports directly to the Team Lead and collaborates with cross-functional teams

Technical Impact: Directly impacts customer satisfaction, operational efficiency, and team performance

Growth Opportunities:

Career Progression: Potential to advance to senior management or leadership roles within the customer support or operations department
Technical Skill Development: Opportunities to develop skills in data analysis, process improvement, and team leadership
Technical Leadership: Potential to mentor and develop junior team members and contribute to the development of customer support best practices

📝 Enhancement Note: Career growth in this role is likely to focus on advancing within the customer support or operations department, with opportunities to develop technical and leadership skills along the way.

🌐 Work Environment

Office Type: Hybrid, with 4 days in the office and 1 day remote per week

Office Location(s): Tbilisi, Georgia

Workspace Context:

Collaborative workspace with a focus on teamwork and communication
Access to relevant tools and software for customer support and data analysis
Opportunities for professional development and training

Work Schedule: Full-time, with a hybrid work arrangement allowing for remote work 1 day per week

📝 Enhancement Note: The hybrid work arrangement offers flexibility while maintaining a collaborative office environment for team interaction and support.

📄 Application & Technical Interview Process

Interview Process:

Resume Screening: Review of the candidate's resume and application materials
Phone/Video Screen: A brief conversation to discuss the role, company, and candidate's qualifications
On-site Interview: A more in-depth discussion with the hiring manager and team members, focusing on the candidate's experience, skills, and cultural fit
Final Decision: A decision will be made based on the candidate's qualifications, interview performance, and alignment with the company's values and culture

Portfolio Review Tips: (N/A, as this role does not require a portfolio)

Technical Challenge Preparation: (N/A, as this role does not involve technical challenges)

ATS Keywords: (See the comprehensive list below)

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's management experience, leadership skills, and cultural fit, rather than technical abilities.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: As this role focuses on customer support management and operations, there is no relevant technology stack or web infrastructure to consider.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Focus on delivering excellent service and support to customers, partner couriers, and partner restaurants
Data-Driven: Use data and performance metrics to inform decision-making and improve processes
Collaborative: Work closely with cross-functional teams to align support operations with broader business objectives
Adaptable: Continuously learn and improve based on customer feedback and operational needs

Collaboration Style:

Cross-Functional: Work closely with various teams, including Operations, Marketing, and Account Management, to ensure alignment with business objectives and customer needs
Data-Driven: Use data and performance metrics to inform decision-making and improve processes
Continuously Learning: Foster a culture of continuous learning and improvement based on customer feedback and operational needs

📝 Enhancement Note: Bolt's customer support values emphasize customer-centricity, data-driven decision-making, collaboration, and adaptability, which are reflected in the Customer Support Manager role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Operational Efficiency: Continuously improve workflows, shift schedules, and team capacity to maximize efficiency and minimize wait times for customers, partner couriers, and partner restaurants
Customer Satisfaction: Ensure high levels of customer satisfaction by delivering excellent service and support across all user groups
Team Development: Foster a collaborative and growth-oriented team environment that encourages individual and collective growth and accountability
Strategic Initiatives: Drive and oversee strategic support initiatives that improve processes, automation, and long-term efficiency

Learning & Development Opportunities:

Professional Development: Opportunities to develop skills in data analysis, process improvement, and team leadership through on-the-job training, workshops, and mentorship programs
Industry Knowledge: Stay up-to-date with industry trends and best practices in customer support and operations through conferences, webinars, and online resources
Leadership Development: Develop leadership skills through mentoring junior team members, contributing to the development of customer support best practices, and participating in leadership development programs

📝 Enhancement Note: The technical challenges and learning opportunities for this role focus on operational efficiency, customer satisfaction, team development, and strategic initiatives, with a strong emphasis on data-driven decision-making and continuous improvement.

💡 Interview Preparation

Technical Questions:

Customer Support Experience: Describe your experience in customer support or operations, highlighting specific challenges you've faced and how you overcame them
Data-Driven Decision Making: Walk us through a time when you used data to make a significant improvement in customer support operations
Team Leadership: Share an example of a time when you led a team through a significant change or improvement initiative

Company & Culture Questions:

Company Fit: Why are you interested in working at Bolt, and how do your personal values align with our company culture?
Customer Support Evolution: How do you see customer support evolving in the food delivery industry, and how would you adapt our strategies to meet those changes?
Cross-Functional Collaboration: Describe your experience working with cross-functional teams, and how you've ensured alignment with broader business objectives

Portfolio Presentation Strategy: (N/A, as this role does not require a portfolio)

📝 Enhancement Note: The interview questions for this role focus on assessing the candidate's management experience, leadership skills, and cultural fit, with a strong emphasis on data-driven decision-making and customer support best practices.

📌 Application Steps

To apply for this Customer Support Manager position:

Submit your application through the application link
Tailor your resume to highlight relevant management experience, leadership skills, and customer support achievements
Prepare for the interview by researching Bolt's company culture, customer support best practices, and industry trends
Practice common customer support and management interview questions to ensure you're confident and well-prepared

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Comprehensive List of ATS Keywords:

Customer Support:

Customer Support Manager
Customer Support Team Lead
Customer Support Specialist
Customer Service Representative
Customer Experience
Customer Satisfaction (CSAT)
Net Promoter Score (NPS)
Customer Retention
Customer Churn
Customer Feedback
Customer Journey Mapping
Customer Support Software
Zendesk
Freshdesk
Salesforce Service Cloud
Jira Service Management
Zoho Desk
Freshservice

Management & Leadership:

Team Leadership
Employee Management
Performance Management
Employee Development
Training & Development
Coaching & Mentoring
Change Management
Strategic Planning
Operational Management
Process Improvement
Project Management
Agile Methodologies
Scrum
Kanban
Lean Six Sigma
PMP
PRINCE2

Data Analysis & Decision Making:

Data-Driven Decision Making
Data Analysis
Data Visualization
Excel
Google Analytics
Tableau
Power BI
SQL
Python
R
A/B Testing
Statistical Analysis

Collaboration & Communication:

Cross-Functional Teams
Stakeholder Management
Communication Skills
Active Listening
Written Communication
Verbal Communication
Presentation Skills
Negotiation Skills
Conflict Resolution
Mediation

Industry-Specific:

Food Delivery
On-Demand Services
E-commerce
Logistics
Supply Chain Management
Restaurant Management
Food Safety
Quality Assurance

Soft Skills:

Problem-Solving
Critical Thinking
Creativity
Adaptability
Resilience
Time Management
Organizational Skills
Attention to Detail
Customer Focus
Empathy
Emotional Intelligence
Cultural Awareness
Multilingual

Regional Salary Research:

Tbilisi, Georgia
Customer Support Manager Salary
Customer Support Team Lead Salary
Customer Support Specialist Salary
Average Salary
Median Salary
Salary Range
Cost of Living
Purchasing Power Parity (PPP)
Salary Comparison (e.g., with other major cities in the region)

Customer Support Manager