Customer Support Operations Agent at Bolt Technology

📍 Job Overview

Job Title: Customer Support Operations Agent
Company: Bolt Technology
Location: Accra, Greater Accra, Ghana
Job Type: On-site (Hybrid)
Category: Customer Support
Date Posted: 2025-06-17
Experience Level: Entry-level to 2 years
Remote Status: On-site (Hybrid)

🚀 Role Summary

Customer-Facing Role: Handle user inquiries across multiple channels, ensuring high-quality support and maintaining service level agreements (SLAs).
Cross-Functional Impact: Collaborate with various teams to improve processes, user experience, and product knowledge.
Continuous Learning: Stay updated with Bolt's expanding services and participate in regular training sessions.
Teamwork: Contribute to a positive, solution-oriented shift culture and support team members during critical moments.

📝 Enhancement Note: This role is ideal for individuals seeking an entry-level or early-career position in customer support, with a focus on execution, ownership, and continuous improvement.

💻 Primary Responsibilities

User Interaction: Handle customer inquiries via chat, email, or voice (depending on shift) with empathy, speed, and accuracy.
Issue Resolution: Resolve issues related to rides, orders, rentals, payments, cancellations, and other vertical-specific concerns.
Process Adherence: Follow SOPs, internal workflows, and macros to deliver consistent, high-quality support within SLA targets.
Case Tagging: Ensure proper case tagging for analytics and flag unclear processes or technical issues for improvement.
Product Knowledge: Maintain up-to-date product knowledge across all Bolt verticals and participate in regular training sessions.
Team Collaboration: Collaborate with team leads and agents to maintain queue balance and support during critical shift moments.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a customer-centric mindset to provide excellent support and maintain high-quality standards.

🎓 Skills & Qualifications

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

Experience: Proven experience in customer support or similar fast-paced, user-facing roles.

Required Skills:

Excellent communication skills in English (both written and verbal)
Strong customer-centric mindset
Attention to detail and commitment to process adherence
Adaptability and eagerness to learn
Self-motivation and accountability for performance metrics and productivity
Ability to work in a team and contribute to a positive shift culture

Preferred Skills:

Experience with customer support software or tools
Familiarity with Bolt's services or similar mobility platforms
Bilingual or multilingual skills

📝 Enhancement Note: While experience is valuable, Bolt looks for drive, intelligence, and integrity. Candidates without all the required skills but matching the described profile are encouraged to apply.

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

💵 Compensation & Benefits

Salary Range: GHS 12,000 - 18,000 per month (based on experience and local market standards)

Benefits:

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 talented professionals
Accelerate professional growth with unique career opportunities
Rewarding salary and stock option package
Flexible working in a hybrid mode
Wellness perks to support physical and mental health
Be part of an international and diverse team with a cooperative work environment

📝 Enhancement Note: Salary range is estimated based on local market research for entry-level customer support roles in Accra, Ghana. Some benefits may differ depending on the location.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mobility and Transportation Technology

Company Size: Medium to large (500+ employees)

Founded: 2013

Team Structure:

Customer Support team, consisting of agents, team leads, and managers
Cross-functional collaboration with various teams, such as Product, Engineering, and Marketing
Flat organizational structure with autonomous teams

Development Methodology:

Agile/Scrum methodologies for continuous improvement and process optimization
Regular training sessions and knowledge-sharing initiatives
Strong focus on customer feedback and user experience

Company Website: https://bolt.eu/

📝 Enhancement Note: Bolt's company culture emphasizes execution, ownership, and continuous improvement, providing an excellent environment for early-career professionals seeking growth and development.

📈 Career & Growth Analysis

Customer Support Operations Agent: Entry-level to 2 years of experience, focusing on user interaction, issue resolution, and process adherence.

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.

Technical Impact: Directly influences user experience and satisfaction, contributing to Bolt's overall service quality and brand reputation.

Growth Opportunities:

Progression to Senior Customer Support Agent or Team Lead roles
Transition to other customer support or operations roles within Bolt
Career growth in related fields, such as Project Management, Quality Assurance, or Customer Experience

📝 Enhancement Note: Career progression in Bolt's Customer Support team typically involves moving into leadership or specialized roles, with opportunities for growth in related fields as well.

🌐 Work Environment

Office Type: Modern, collaborative workspace with multiple monitors and testing devices available.

Office Location(s): Accra, Ghana

Workspace Context:

Collaborative customer support environment with cross-functional integration
Access to necessary tools and resources for effective user interaction and issue resolution
Opportunities for knowledge sharing, technical mentoring, and continuous learning

Work Schedule: Full-time, 40-hour workweek with flexible scheduling for shift coverage and maintenance windows.

📝 Enhancement Note: Bolt's work environment encourages collaboration, continuous learning, and a customer-centric mindset, fostering a positive and productive atmosphere for customer support professionals.

📄 Application & Technical Interview Process

Interview Process:

Online application review and initial screening
Phone or video call with the Hiring Manager or Team Lead to discuss the role and company culture
In-person or virtual interview with the Customer Support Team, focusing on communication skills, customer-centric mindset, and problem-solving abilities
Final decision and offer

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation: N/A (not applicable for this role)

ATS Keywords: Customer Support, Communication, Customer Service, User Interaction, Issue Resolution, Process Adherence, Teamwork, Customer Experience, Mobility, Transportation, Bolt

📝 Enhancement Note: Applicants should focus on demonstrating strong communication skills, a customer-centric mindset, and relevant customer support experience during the interview process.

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

👥 Team Culture & Values

Customer Support Values:

Customer-centric mindset
Empathy and active listening
Clear and concise communication
Attention to detail and process adherence
Continuous learning and improvement

Collaboration Style:

Cross-functional collaboration with various teams
Regular training sessions and knowledge-sharing initiatives
Solution-oriented approach to problem-solving and issue resolution

📝 Enhancement Note: Bolt's customer support team values a customer-centric mindset, strong communication skills, and a collaborative approach to problem-solving and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling high volumes of user inquiries and maintaining service level agreements
Resolving complex user issues and escalations
Adapting to new services and features as Bolt expands its offerings

Learning & Development Opportunities:

Regular training sessions and workshops on customer support best practices and product knowledge
Opportunities to participate in cross-functional projects and initiatives
Career growth and development within Bolt's Customer Support team or related fields

📝 Enhancement Note: Customer Support Operations Agents at Bolt face challenges related to high user volumes and continuous learning, with opportunities for growth and development in a dynamic and collaborative environment.

💡 Interview Preparation

Technical Questions:

Customer support scenarios and role-play exercises to assess communication skills and problem-solving abilities
Questions about Bolt's services and user experience to evaluate product knowledge and understanding of the mobility industry

Company & Culture Questions:

Questions about Bolt's company culture, values, and mission to assess cultural fit and alignment with the company's goals
Questions about the applicant's career aspirations and long-term goals to evaluate potential for growth and development within the company

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: Applicants should focus on demonstrating strong communication skills, a customer-centric mindset, and relevant customer support experience during the interview process, with a particular emphasis on problem-solving and issue resolution scenarios.

📌 Application Steps

To apply for this Customer Support Operations Agent position:

Submit your application through the application link
Customize your resume to highlight relevant customer support experience and skills
Prepare for the interview process by practicing common customer support scenarios and researching Bolt's services and company culture
Showcase your customer-centric mindset and problem-solving abilities during the interview

⚠️ 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.

Customer Support Operations Agent