Customer Support Operations Agent

📍 Job Overview

• Job Title: Customer Support Operations Agent
• Company: Bolt Technology
• Location: Tallinn, Estonia
• Job Type: On-site (Hybrid)
• Category: Customer Support
• Date Posted: July 2, 2025
• Experience Level: Entry-level (0-2 years)
• Remote Status: On-site (Hybrid)

🚀 Role Summary

• Handle customer inquiries via chat, email, and voice channels in a fast-paced, dynamic environment.
• Maintain high levels of customer satisfaction by ensuring accurate and efficient issue resolution.
• Collaborate with team members and leads to maintain shift health and queue balance.
• Proactively identify and flag broken processes, unclear policies, or tooling issues to drive structural improvements.
• Contribute to a positive and supportive work environment that fosters growth and learning.

📝 Enhancement Note: This role requires strong communication skills, adaptability, and a customer-centric mindset. Successful candidates will thrive in a fast-paced environment and be driven by a desire to exceed customer expectations.

💻 Primary Responsibilities

• Customer Interaction: Handle customer inquiries via chat, email, or voice channels, ensuring accurate and timely resolution.
• Process Improvement: Proactively identify and flag broken processes, unclear policies, or tooling issues to drive structural improvements.
• Shift Management: Collaborate with team leads and peers to maintain shift health and queue balance.
• Knowledge Management: Stay updated on all verticals by attending regular refresher sessions and training.
• Performance Metrics: Take accountability for your productivity, accuracy, and customer impact.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and a proactive approach to identifying and resolving issues. Successful candidates will be able to balance multiple tasks and prioritize effectively in a fast-paced environment.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree preferred but not required.

Experience: At least 1 year of work experience in any customer-facing role.

Required Skills:

• Excellent English skills, both written and spoken.
• Strong communication skills.
• Positive and hard-working attitude.
• Attention to detail.
• Ability to work well under pressure and in a fast-paced environment.
• Strong problem-solving skills.
• Adaptability and willingness to learn.

Preferred Skills:

• Previous experience in a customer support role.
• Familiarity with customer support software and tools.
• Experience working in a hybrid or remote environment.

📝 Enhancement Note: While experience is valuable, Bolt places a strong emphasis on drive, intelligence, and integrity. Candidates who demonstrate these qualities may be considered even if they don't meet every requirement.

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

💵 Compensation & Benefits

Salary Range: The salary range for this role in Tallinn, Estonia is approximately €1,200 - €1,800 per month, depending on experience and qualifications. This is an estimate based on market research and may vary.

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.
• Rewarding salary and stock option package.
• Flexible hybrid work arrangement with a minimum of 2 days in the office each week.
• Take care of your physical and mental health with wellness perks.

📝 Enhancement Note: Salary and benefits may vary depending on location and role. Please refer to the company's official website for the most accurate and up-to-date information.

🎯 Team & Company Context

🏢 Company Culture

Industry: Bolt is a fast-growing tech company in the ride-hailing and mobility sector, operating in over 50 countries with over 200 million customers.

Company Size: Bolt is a mid-sized company with a growing team of talented professionals.

Founded: 2013

Team Structure:

• The Customer Support team is organized into autonomous teams, each responsible for specific customer segments or regions.
• Team members collaborate closely with each other and with other departments, such as Product and Engineering, to improve customer experience and resolve issues.

Development Methodology:

• Bolt follows an agile development methodology, with a focus on continuous improvement and rapid iteration.
• The Customer Support team uses a ticketing system to manage customer inquiries and track progress.

Company Website: Bolt

📝 Enhancement Note: Bolt's company culture is characterized by a strong focus on innovation, collaboration, and customer-centricity. The company values diversity, inclusion, and continuous learning, and encourages its employees to take ownership of their roles and contribute to the company's success.

📈 Career & Growth Analysis

Customer Support Operations Agent: This is an entry-level role within the Customer Support team. The primary responsibility is to handle customer inquiries and ensure customer satisfaction.

Reporting Structure: The role reports directly to the Team Lead, who is responsible for managing the day-to-day operations of the team and providing guidance and support to team members.

Technical Impact: The role has a direct impact on customer satisfaction and the overall customer experience. Successful candidates will contribute to improving customer satisfaction scores, reducing customer churn, and driving structural improvements within the Customer Support process.

Growth Opportunities:

• Promotion to Team Lead: After demonstrating strong performance and leadership skills, team members may be promoted to Team Lead, responsible for managing a team of Customer Support Operations Agents.
• Career Transition: With experience and demonstrated skills, team members may transition to other roles within the company, such as Quality Assurance, Customer Success, or Product Management.

📝 Enhancement Note: Bolt offers a range of career growth opportunities, both within the Customer Support team and across the broader organization. The company values internal mobility and encourages employees to explore new roles and develop their skills.

🌐 Work Environment

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

Office Location(s): Tallinn, Estonia

Workspace Context:

• The Customer Support team works in an open-plan office, with dedicated spaces for team meetings and training sessions.
• The office is equipped with state-of-the-art technology, including high-speed internet, modern hardware, and specialized software for customer support and ticket management.
• The office is located in a central and easily accessible location, with nearby amenities and public transportation options.

Work Schedule: The role operates on a hybrid schedule, with a minimum of 2 days in the office each week. The specific work schedule will be determined based on team needs and individual availability.

📝 Enhancement Note: Bolt's work environment is designed to support collaboration, creativity, and productivity. The company values a healthy work-life balance and offers flexible work arrangements to support employee well-being and job satisfaction.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, English proficiency, and cultural fit.
2. Role-Play Scenario: A simulated customer support scenario to evaluate problem-solving skills, empathy, and customer-centric mindset.
3. Final Interview: A conversation with the hiring manager to discuss career aspirations, expectations, and next steps.

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

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

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Bolt's interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit. The company values a customer-centric mindset and a proactive approach to issue resolution.

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

👥 Team Culture & Values

Customer Support Values:

• Customer-centricity: Putting the customer at the heart of everything we do.
• Empathy: Understanding and sharing the feelings of our customers to provide personalized and effective support.
• Proactivity: Anticipating customer needs and taking action to prevent issues and improve the customer experience.
• Continuous learning: Staying up-to-date with the latest trends and best practices in customer support to continuously improve our skills and the quality of our service.

Collaboration Style:

• Cross-functional collaboration: Working closely with other departments, such as Product and Engineering, to improve customer experience and resolve issues.
• Peer support: Collaborating with team members to maintain shift health, share knowledge, and support each other's growth and development.
• Regular feedback: Providing and receiving regular feedback to continuously improve performance and drive team success.

📝 Enhancement Note: Bolt's customer support team is characterized by a strong focus on customer-centricity, empathy, and continuous learning. The team values collaboration, peer support, and regular feedback to drive team success and individual growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High volume of inquiries: Handling a large number of customer inquiries efficiently and effectively.
• Complex customer issues: Resolving complex customer issues that may require creative problem-solving and collaboration with other teams.
• Language barriers: Communicating effectively with customers from diverse linguistic and cultural backgrounds.

Learning & Development Opportunities:

• Career progression: Advancing to a Team Lead role or transitioning to another role within the company.
• Skill development: Developing expertise in customer support best practices, tools, and technologies.
• Cross-functional learning: Gaining insights into other areas of the business, such as Product, Engineering, or Marketing, through collaboration and knowledge sharing.

📝 Enhancement Note: Bolt offers a range of technical challenges and learning opportunities to support the professional growth and development of its customer support team members. The company values a customer-centric mindset, continuous learning, and a proactive approach to issue resolution.

💡 Interview Preparation

Technical Questions:

• Customer support scenarios: Be prepared to discuss your experience handling customer inquiries and resolving issues. Provide specific examples of challenging scenarios and the steps you took to achieve a positive outcome.
• Problem-solving: Demonstrate your ability to think critically and creatively to resolve complex customer issues.
• Customer-centric mindset: Show your understanding of customer needs and preferences, and your ability to put the customer at the heart of everything you do.

Company & Culture Questions:

• Bolt's mission: Explain what you understand about Bolt's mission to make cities for people, not cars, and how you would contribute to this mission in your role as a Customer Support Operations Agent.
• Customer support best practices: Discuss your knowledge of customer support best practices and how you would apply them in your role at Bolt.
• Teamwork: Describe your experience working in a team environment and how you would contribute to a positive and supportive work culture at Bolt.

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

📝 Enhancement Note: Bolt's interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit. The company values a customer-centric mindset, empathy, and a proactive approach to issue resolution. Successful candidates will be able to demonstrate their ability to handle customer inquiries effectively and efficiently, and to contribute to a positive and supportive work culture.

📌 Application Steps

To apply for this Customer Support Operations Agent position:

• Submit your application through the application link.
• Customize your resume to highlight your relevant customer support experience and skills.
• Prepare for the phone/video screen by practicing common customer support scenarios and brushing up on your English communication skills.
• Research Bolt's mission, values, and customer support best practices to demonstrate your understanding of the company and your commitment to its success.
• Prepare for the role-play scenario by practicing your problem-solving skills and customer-centric mindset.

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