Customer Support Operations Agent

📍 Job Overview

• Job Title: Customer Support Operations Agent
• Company: Bolt Technology
• Location: Kuala Lumpur, Kuala Lumpur, Malaysia
• Job Type: On-site
• Category: Customer Support
• Date Posted: 2025-06-13
• Experience Level: Entry-level
• Remote Status: On-site

🚀 Role Summary

• Handle customer inquiries via chat, email, or voice channels, ensuring high-quality support and resolution.
• Follow internal workflows, macros, and standard operating procedures (SOPs) to maintain operational efficiency.
• Proactively identify and flag broken processes, unclear policies, or tooling issues to drive structural improvements.
• Maintain updated knowledge across all verticals by attending regular training sessions and workshops.
• Provide in-person support to customers at Walk-In Centres/Driver Engagement Hubs, managing physical queues and resolving cases directly with customers or partners.
• Collaborate with team leads and peer agents to ensure shift health and queue balance, fostering a positive team environment.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a customer-centric mindset. The ideal candidate will be proactive, adaptable, and committed to delivering exceptional customer support.

💻 Primary Responsibilities

• Customer Interaction: Handle customer inquiries via multiple channels, providing accurate and timely solutions to ensure high customer satisfaction.
• Process Management: Follow internal workflows, macros, and SOPs to maintain operational efficiency and ensure consistent customer support.
• Proactive Issue Flagging: Identify and flag broken processes, unclear policies, or tooling issues to drive structural improvements and enhance the customer support experience.
• Knowledge Management: Maintain updated knowledge across all verticals by attending regular training sessions and workshops, staying informed about product updates, and new features.
• In-Person Support: Provide in-person support to customers at Walk-In Centres/Driver Engagement Hubs, managing physical queues, verifying documents, and resolving cases directly with customers or partners.
• Team Collaboration: Work closely with team leads and peer agents to ensure shift health and queue balance, fostering a positive team environment and supporting colleagues as needed.

📝 Enhancement Note: This role requires strong multitasking skills, the ability to work well under pressure, and a commitment to delivering high-quality customer support in a fast-paced environment.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant college degree programs or certifications in customer service, business, or a related field are preferred but not required.

Experience: At least 1 year of work experience in any customer-facing role is required. Previous experience in customer support, retail, or hospitality is preferred.

Required Skills:

• Excellent English skills, both written and spoken
• Strong communication and active listening skills
• Excellent problem-solving skills and the ability to think critically
• Strong attention to detail and a commitment to accuracy
• Proactive and hardworking attitude with a focus on customer satisfaction
• Ability to work well under pressure and in a fast-paced environment
• Strong multitasking skills and the ability to manage multiple priorities simultaneously

Preferred Skills:

• Experience with customer relationship management (CRM) software or similar tools
• Familiarity with bolt's ride-hailing services and products
• Experience working in a hybrid or remote work environment
• Bilingual or multilingual skills

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

📊 Web Portfolio & Project Requirements (N/A)

This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not specified. However, according to regional market research, the average salary for an entry-level customer support role in Kuala Lumpur, Malaysia, is approximately RM 2,500 - RM 3,500 per month (USD 570 - USD 800).

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
• 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 specified, Bolt offers competitive compensation packages that include a rewarding salary and stock option package. The benefits listed above are subject to change and may vary depending on the candidate's location and role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Bolt is a fast-growing tech company in the mobility sector, focusing on ride-hailing services and food delivery.

Company Size: Bolt is a mid-sized company with over 200 million customers in 50+ countries, employing thousands of people worldwide.

Founded: Bolt was founded in 2013 and has since grown to become one of the fastest-growing tech companies in Europe and Africa.

Team Structure:

• The customer support team is organized into autonomous teams, each responsible for specific regions or product verticals.
• Team members collaborate closely with one another, as well as with other departments such as product, engineering, and marketing.
• The team is led by experienced team leads who provide guidance, support, and mentorship to team members.

Development Methodology:

• Bolt follows an agile development methodology, with a focus on continuous improvement and iterative development.
• The customer support team works closely with other departments to ensure that customer feedback is integrated into the product development process.
• The team uses various tools and platforms to manage customer inquiries, track progress, and measure performance.

📝 Enhancement Note: Bolt's company culture is characterized by a strong focus on innovation, collaboration, and customer-centricity. The company values diversity, inclusion, and work-life balance, fostering a positive and supportive work environment for all team members.

📈 Career & Growth Analysis

Customer Support Operations Agent: This is an entry-level position within the customer support team. The primary responsibility of this role is to handle customer inquiries and ensure high-quality support and resolution.

Reporting Structure: The Customer Support Operations Agent reports directly to the Team Lead, who is responsible for overseeing the day-to-day operations of the team and providing guidance and support to team members.

Technical Impact: The Customer Support Operations Agent plays a critical role in ensuring high customer satisfaction and driving structural improvements within the customer support process. Their work directly impacts the customer experience and contributes to the overall success of the company.

Growth Opportunities:

• Career Progression: With experience and strong performance, Customer Support Operations Agents may have the opportunity to advance to more senior roles within the customer support team, such as Team Lead or Manager.
• Skill Development: Bolt offers various training and development opportunities to help team members build their skills and advance their careers. These may include workshops, online courses, and mentorship programs.
• Cross-Functional Collaboration: Customer Support Operations Agents may have the opportunity to work on cross-functional projects or rotate into other departments, gaining exposure to different aspects of the business and developing a broader skill set.

📝 Enhancement Note: Bolt values internal mobility and offers numerous opportunities for career growth and development. The company encourages team members to take on new challenges and expand their skill sets, fostering a culture of continuous learning and improvement.

🌐 Work Environment

Office Type: Bolt's office in Kuala Lumpur is a modern, collaborative workspace designed to foster creativity and innovation. The office features open-plan workspaces, meeting rooms, and breakout areas for team members to relax and recharge.

Office Location(s): Bolt's office in Kuala Lumpur is located in the heart of the city, with easy access to public transportation and amenities.

Workspace Context:

• Collaborative Workspace: The open-plan workspaces at Bolt's office are designed to encourage collaboration and communication among team members.
• Technology and Tools: Bolt provides team members with access to the latest technology and tools to help them perform their jobs effectively. This may include customer relationship management (CRM) software, communication platforms, and productivity suites.
• Work-Life Balance: Bolt values work-life balance and offers flexible working arrangements to help team members maintain a healthy work-life balance. The company encourages team members to take time off when needed and offers various wellness perks to support their physical and mental health.

Work Schedule: Bolt operates on a 24/7 basis, with customer support teams working in shifts to ensure continuous coverage. The work schedule for this role is full-time, with a minimum of 2 days in the office each week to foster strong connections and teamwork.

📝 Enhancement Note: Bolt's work environment is designed to be collaborative, inclusive, and supportive, with a strong focus on work-life balance and employee well-being. The company offers a modern, well-equipped workspace and provides team members with access to the latest technology and tools to help them perform their jobs effectively.

📄 Application & Technical Interview Process

Interview Process:

• Application Review: Bolt's recruitment team will review all applications and select candidates who meet the required qualifications for an initial phone or video screening.
• Phone or Video Screening: Candidates will participate in a brief phone or video screening to assess their communication skills, customer service experience, and cultural fit with the company.
• In-Person Interview: Candidates who advance to the in-person interview stage will meet with the Team Lead and other team members to discuss their qualifications, experience, and career goals. They may also be asked to complete a practical exercise or role-play scenario to demonstrate their customer support skills.
• Final Decision: Bolt's recruitment team will make a final decision based on the candidate's performance throughout the interview process and their fit with the company's culture and values.

Portfolio Review Tips: (N/A)

Technical Challenge Preparation: (N/A)

ATS Keywords: (N/A)

📝 Enhancement Note: Bolt's interview process is designed to be comprehensive and thorough, ensuring that the company selects the best candidates for each role. The process is tailored to assess the candidate's technical skills, customer service experience, and cultural fit with the company.

🛠 Technology Stack & Web Infrastructure (N/A)

This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Customer-Centricity: Bolt places a strong emphasis on customer-centricity, with a focus on delivering exceptional customer support and ensuring high customer satisfaction.
• Collaboration: Bolt values collaboration and teamwork, with a strong emphasis on working together to achieve common goals and drive success.
• Continuous Improvement: Bolt is committed to continuous improvement, with a focus on learning from customer feedback and iterating on processes and products to enhance the customer experience.
• Integrity: Bolt values integrity and expects all team members to act with honesty, transparency, and accountability in all aspects of their work.

Collaboration Style:

• Cross-Functional Integration: Bolt encourages collaboration and communication across departments, with a focus on working together to achieve common goals and drive success.
• Code Review Culture: Bolt follows an agile development methodology, with a focus on continuous improvement and iterative development. The customer support team works closely with other departments to ensure that customer feedback is integrated into the product development process.
• Knowledge Sharing: Bolt values knowledge sharing and encourages team members to share their expertise and insights with one another. The company offers various training and development opportunities to help team members build their skills and advance their careers.

📝 Enhancement Note: Bolt's customer support team is characterized by a strong focus on customer-centricity, collaboration, and continuous improvement. The team values integrity, transparency, and accountability, fostering a positive and supportive work environment for all team members.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Inquiries: The Customer Support Operations Agent may face a high volume of customer inquiries, requiring strong multitasking skills and the ability to work well under pressure.
• Diverse Customer Base: Bolt serves a diverse customer base, with customers from various backgrounds and levels of technical proficiency. The Customer Support Operations Agent must be able to adapt their communication style and approach to meet the needs of each customer.
• Complex Customer Issues: The Customer Support Operations Agent may encounter complex customer issues that require creative problem-solving and a deep understanding of Bolt's products and services.

Learning & Development Opportunities:

• Product Training: Bolt offers regular product training sessions to help team members stay up-to-date with the latest features and updates to the company's products and services.
• Customer Service Training: Bolt provides customer service training to help team members develop their skills and improve their performance in their roles.
• Leadership Development: Bolt offers leadership development opportunities to help team members build their skills and advance their careers within the customer support team.

📝 Enhancement Note: Bolt's customer support team faces various technical challenges, requiring strong multitasking skills, adaptability, and creativity. The team offers numerous learning and development opportunities to help team members build their skills and advance their careers within the customer support team.

💡 Interview Preparation

Technical Questions:

• Customer Service Fundamentals: Candidates should be prepared to discuss their experience with customer service, including their approach to handling customer inquiries, managing customer expectations, and resolving customer issues.
• Problem-Solving: Candidates should be prepared to discuss their problem-solving skills and their ability to think critically and creatively to resolve complex customer issues.
• Communication Skills: Candidates should be prepared to demonstrate their strong communication skills, both written and verbal, and their ability to adapt their communication style to meet the needs of each customer.

Company & Culture Questions:

• Company Knowledge: Candidates should research Bolt's products and services, as well as the company's mission, values, and culture, to demonstrate their understanding of the company and their fit with the team.
• Customer-Centricity: Candidates should be prepared to discuss their commitment to customer-centricity and their ability to put the customer at the center of their decision-making and problem-solving processes.
• Collaboration: Candidates should be prepared to discuss their experience working in a collaborative environment and their ability to work effectively with team members from diverse backgrounds and disciplines.

Portfolio Presentation Strategy: (N/A)

📝 Enhancement Note: Bolt's interview process is designed to assess the candidate's technical skills, customer service experience, and cultural fit with the company. The process is tailored to help candidates demonstrate their qualifications, experience, and commitment to customer-centricity and collaboration.

📌 Application Steps

To apply for this Customer Support Operations Agent position:

• Submit your application through the application link provided in the job listing.
• Prepare for the phone or video screening by researching Bolt's products and services, as well as the company's mission, values, and culture.
• Practice your problem-solving and communication skills, focusing on your ability to handle customer inquiries, manage customer expectations, and resolve customer issues.
• Research the customer support industry and trends to demonstrate your knowledge and commitment to the field.
• Prepare for the in-person interview by rehearsing your responses to common customer service questions and scenarios, and by practicing your problem-solving and communication skills.

⚠️ 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.