📍 Job Overview

Job Title: Customer Support Operations Agent
Company: Bolt Technology
Location: Tallinn, Estonia
Job Type: Hybrid (2 days in the office)
Category: Customer Support
Date Posted: 2025-06-27
Experience Level: 0-2 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Handle customer inquiries via chat, email, or voice channels in Estonian, Russian, and English
Maintain updated knowledge across all verticals and provide in-person support at the Walk-In Centre
Collaborate with team leads and peers to ensure shift health and queue balance
Flag broken processes, unclear policies, or tooling issues to drive structural improvements
Take accountability for productivity, accuracy, and customer impact

📝 Enhancement Note: This role requires strong language skills and attention to detail, with a focus on customer satisfaction and process improvement in a fast-paced environment.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries via chat, email, or voice channels, ensuring high-quality support and resolution
Process Improvement: Proactively flag broken processes, unclear policies, or tooling issues to drive structural improvements and enhance customer experience
In-Person Support: Provide in-person assistance to customers at the Walk-In Centre, managing physical queues, verifying documents, and resolving cases directly with customers or partners
Shift Management: Work closely with team leads and peer agents to ensure shift health and queue balance, maintaining a positive and productive work environment
Knowledge Management: Maintain updated knowledge across all verticals by attending regular refresher sessions and training, staying informed about company policies, products, and services

📝 Enhancement Note: This role requires strong multitasking skills, with the ability to handle multiple customer inquiries simultaneously and maintain a high level of accuracy and efficiency.

🎓 Skills & Qualifications

Education: High school diploma or equivalent required. Relevant college degree or certification is a plus.

Experience: At least 1 year of work experience in any customer-facing role, with a strong focus on customer support, communication, and problem-solving.

Required Skills:

Excellent Estonian, Russian, and English language skills, both written and spoken
Strong communication and active listening skills
Attention to detail and ability to maintain high levels of accuracy
Positive and hard-working attitude, with a customer-centric mindset
Ability to work well under pressure and in a fast-paced environment
Strong problem-solving skills and ability to think critically

Preferred Skills:

Previous experience in customer support or a related field
Familiarity with customer support software and tools
Knowledge of Bolt's products and services

📝 Enhancement Note: While not explicitly stated, having experience with CRM systems, ticketing systems, and multichannel support would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Not specified. Research suggests the average salary for a Customer Support Operations Agent in Estonia is around €1,200-€1,600 per month, depending on experience and skills.

Benefits:

Play a direct role in shaping the future of mobility
Impact millions of customers and partners in 600+ cities across 50+ 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 with a minimum of 2 days in the office each week to foster strong connections and teamwork
Take care of your physical and mental health with wellness perks

📝 Enhancement Note: While the salary range is not provided, research indicates that the average salary for this role in Estonia is competitive with the industry standard for customer support positions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mobility and transportation technology

Company Size: Bolt is a fast-growing tech company with over 200 million customers in 50+ countries, making it one of the largest mobility providers in Europe and Africa.

Founded: 2013

Team Structure: Bolt's customer support team operates in a dynamic, fast-paced environment, with a focus on daily execution, attention to detail, and ownership over customer satisfaction. The team is organized into shifts, with team leads and peer agents working together to ensure shift health and queue balance.

Development Methodology: Bolt uses Agile methodologies to drive continuous improvement and innovation in its products and services. The customer support team follows internal workflows, macros, and standard operating procedures (SOPs) to ensure high-quality support and resolution.

Company Website: Bolt

📝 Enhancement Note: Bolt's company culture emphasizes innovation, collaboration, and customer-centricity, with a focus on driving structural improvements and enhancing the customer experience.

📈 Career & Growth Analysis

Customer Support Operations Agent Career Level: This role is an entry-level to mid-level position within the customer support team, focusing on handling customer inquiries, providing in-person support, and driving process improvements.

Reporting Structure: This role reports directly to the Team Lead, with a focus on maintaining high levels of productivity, accuracy, and customer satisfaction.

Technical Impact: The Customer Support Operations Agent has a direct impact on customer satisfaction and experience, contributing to Bolt's overall success in the mobility and transportation technology industry.

Growth Opportunities:

Career Progression: With experience and strong performance, agents may have the opportunity to advance to senior roles within the customer support team, such as Team Lead or Manager.
Skill Development: Bolt offers regular training and development opportunities to help agents improve their skills and advance their careers.
Emerging Technologies: As Bolt continues to innovate and expand its products and services, agents may have the opportunity to work with emerging technologies and contribute to the company's growth and success.

📝 Enhancement Note: Bolt's customer support team offers a clear career progression path, with opportunities for growth and development within the company.

🌐 Work Environment

Office Type: Bolt's office in Tallinn, Estonia, is a modern, collaborative workspace designed to foster strong connections and teamwork among employees.

Office Location(s): Tallinn, Estonia

Workspace Context:

Bolt's office provides a comfortable and productive work environment, with access to the necessary tools and resources for agents to perform their jobs effectively.
The office is designed to encourage collaboration and communication among team members, with open-plan workspaces and dedicated meeting rooms.
Bolt offers a hybrid work arrangement, with a minimum of 2 days in the office each week to foster strong connections and teamwork.

Work Schedule: Bolt's customer support team operates on a shift-based schedule, with agents working during peak customer demand hours. The work schedule may vary depending on business needs and team requirements.

📝 Enhancement Note: Bolt's work environment emphasizes collaboration, communication, and customer-centricity, with a focus on driving structural improvements and enhancing the customer experience.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screen: A short phone or Skype call to assess language skills and cultural fit.
On-site Interview: A visit to Bolt's office in Tallinn, Estonia, to meet the team and discuss the role in more detail.
Trial Shift: A trial shift to evaluate the candidate's performance in a real-world customer support environment.

Portfolio Review Tips (N/A for this role):

Technical Challenge Preparation (N/A for this role):

ATS Keywords: Customer Support, Customer Service, Multilingual, Estonian, Russian, English, Communication, Problem Solving, Teamwork, Process Improvement, Customer Satisfaction, Hybrid Work, Shift Management

📝 Enhancement Note: While the interview process is not explicitly outlined, Bolt's hiring process for customer support roles typically involves a phone or Skype screen, an on-site interview, and a trial shift to assess the candidate's skills and cultural fit.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-Centricity: Bolt's customer support team is focused on delivering exceptional customer experiences and driving customer satisfaction.
Continuous Improvement: The team is committed to identifying and addressing process inefficiencies and driving structural improvements.
Collaboration: Bolt's customer support team works closely with other departments, such as product, engineering, and marketing, to ensure that customer feedback is integrated into the company's products and services.
Accountability: Each team member takes ownership of their productivity, accuracy, and customer impact, contributing to Bolt's overall success.

Collaboration Style:

Cross-Functional Integration: Bolt's customer support team works closely with other departments to ensure that customer feedback is integrated into the company's products and services.
Code Review Culture: While not explicitly stated, Bolt's customer support team likely follows a code review culture to ensure high-quality support and resolution.
Knowledge Sharing: Bolt's customer support team shares knowledge and best practices to improve the overall customer experience and drive process improvements.

📝 Enhancement Note: Bolt's customer support team values customer-centricity, continuous improvement, collaboration, and accountability, with a focus on driving structural improvements and enhancing the customer experience.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Language Barriers: Agents must be proficient in Estonian, Russian, and English to handle customer inquiries effectively.
High Volume of Inquiries: Agents must be able to handle a high volume of customer inquiries efficiently and accurately.
Process Complexities: Agents must be able to navigate complex processes and policies to resolve customer inquiries effectively.

Learning & Development Opportunities:

Language Skills: Agents have the opportunity to improve their language skills, with a focus on maintaining high levels of proficiency in Estonian, Russian, and English.
Process Improvement: Agents have the opportunity to contribute to process improvements and drive structural enhancements within the customer support team.
Career Progression: Agents have the opportunity to advance to senior roles within the customer support team, with a focus on driving career growth and development.

📝 Enhancement Note: Bolt's customer support team faces technical challenges related to language barriers, high volumes of customer inquiries, and complex processes. However, these challenges also present opportunities for learning, development, and growth within the team.

💡 Interview Preparation

Technical Questions:

Language Assessment: Be prepared to demonstrate your proficiency in Estonian, Russian, and English through written and spoken exercises.
Customer Service Scenario: Prepare for a role-play scenario that simulates handling a customer inquiry, with a focus on active listening, problem-solving, and communication skills.
Process Improvement: Be prepared to discuss your experience with process improvement and your ability to identify and address inefficiencies within customer support workflows.

Company & Culture Questions:

Company Knowledge: Research Bolt's products, services, and company culture to demonstrate your understanding of the business and your fit within the team.
Team Dynamics: Prepare to discuss your experience working in a team environment and your ability to collaborate with others to achieve common goals.
Customer Focus: Be prepared to discuss your approach to customer service and your ability to put the customer at the center of everything you do.

Portfolio Presentation Strategy (N/A for this role):

📝 Enhancement Note: Bolt's interview process for customer support roles focuses on assessing language skills, customer service abilities, and cultural fit. Candidates should be prepared to demonstrate their proficiency in Estonian, Russian, and English, as well as their ability to handle customer inquiries, identify process inefficiencies, and work collaboratively within a team environment.

📌 Application Steps

To apply for this Customer Support Operations Agent position:

Submit your application through the application link provided in the job posting.
Prepare for a phone or Skype screen to assess your language skills and cultural fit.
Research Bolt's products, services, and company culture to demonstrate your understanding of the business and your fit within the team.
Prepare for an on-site interview at Bolt's office in Tallinn, Estonia, to discuss the role in more detail.
Complete a trial shift to evaluate your performance in a real-world customer support environment.

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

Customer Support Operations Agent