📍 Job Overview

Job Title: Customer Support Operations Manager
Company: Bolt Technology
Location: Tallinn, Estonia
Job Type: On-site (Hybrid)
Category: Operations & Management
Date Posted: August 1, 2025
Experience Level: 5-10 years

🚀 Role Summary

Drive operational efficiency and service quality across multiple markets as a Customer Support Operations Manager.
Lead and manage Team Leaders and Senior Team Leads to ensure consistent frontline performance.
Collaborate with internal teams and BPO partners to deliver scalable support and maintain high service quality.
Monitor and improve KPIs (Speed, Quality, Cost) through targeted coaching and process improvements.

📝 Enhancement Note: This role requires a strong analytical mindset and excellent leadership abilities to bridge high-level strategy and on-ground delivery, ensuring operational efficiency and service quality.

💻 Primary Responsibilities

Team Management: Lead and manage Team Leaders and Senior Team Leads across multiple markets to ensure consistent frontline performance.
Operational Efficiency: Drive operational efficiency by aligning team execution with business goals and optimizing workflows and queue management.
KPI Management: Have full ownership and accountability of all KPIs (Speed, Quality, Cost) in the assigned region. Monitor and improve KPIs through targeted coaching and process improvements.
Cross-Functional Collaboration: Partner with QA, WFM, Training, Local Operations, and Central Operations teams to deliver scalable support and maintain high service quality.
BPO Partnership: Collaborate with BPO partners to ensure alignment on goals, agent development, and escalation management. Drive BPO performance and adherence to metrics/targets.
Change Management: Lead the successful rollout of regional initiatives and support change management efforts across teams.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Operations Management, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 7+ years of experience in customer support operations, with 3+ years in a team management or leadership role. Proven track record of managing multi-market support teams and achieving performance targets.

Required Skills:

Strong analytical skills with experience using QA and WFM data to drive improvements.
Excellent communication and leadership abilities, with experience coaching team leads and driving engagement.
Hands-on experience collaborating with BPOs or outsourced teams (strongly preferred).
Ability to thrive in a fast-paced, dynamic environment and lead change initiatives effectively.

Preferred Skills:

Experience in the mobility or tech industry.
Fluency in additional languages.
Familiarity with customer support software and tools.

📝 Enhancement Note: Given the regional scope of this role, candidates with experience managing multi-market support teams and a strong understanding of regional cultural nuances may be at an advantage.

📊 Web Portfolio & Project Requirements (N/A)

💵 Compensation & Benefits

Salary Range: €50,000 - €70,000 per year (Estimated, based on market research and company size)

Benefits:

Stock Options
Wellness Perks
Flexible working hours (40 hours per week)
Hybrid work arrangement (2 days in the office per week)
Opportunity to work in a fast-moving, autonomous team with global impact

📝 Enhancement Note: Salary range is estimated based on market research and company size. Actual salary may vary depending on experience and qualifications.

🎯 Team & Company Context

Company Culture: Bolt is a fast-growing tech company focused on making cities for people, not cars. They value creating an inclusive environment where everyone is welcome, regardless of race, color, religion, gender identity, sexual orientation, age, or disability.

Team Structure: The Customer Support Operations Manager will lead Team Leaders and Senior Team Leads across multiple markets, collaborating with various internal teams and BPO partners.

Development Methodology: Bolt operates in a fast-paced, dynamic environment, requiring strong leadership and adaptability to drive operational efficiency and service quality.

Company Website: Bolt Technology

📈 Career & Growth Analysis

Role Level: This role is suitable for experienced operations professionals looking to drive regional customer support strategies and improve service quality across multiple markets.

Reporting Structure: The Customer Support Operations Manager will report directly to the Head of Customer Support Operations.

Technical Impact: This role has a significant impact on customer satisfaction, agent performance, and overall operational efficiency across multiple markets.

Growth Opportunities:

Develop leadership skills and gain experience managing regional teams.
Contribute to strategic decision-making and process improvements.
Expand knowledge of the mobility and tech industries.

📝 Enhancement Note: Growth opportunities in this role are focused on developing leadership skills and gaining experience in regional operations management.

🌐 Work Environment

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

Office Location(s): Tallinn, Estonia

Workspace Context:

The office is equipped with modern tools and technology to support productivity and collaboration.
Bolt encourages a flexible and hybrid work arrangement, with a minimum of 2 days in the office per week.
The work environment is dynamic, with a strong focus on innovation and continuous improvement.

Work Schedule: The work schedule is flexible, with a focus on achieving results and meeting performance targets. The standard workweek is 40 hours.

📝 Enhancement Note: Bolt's work environment is designed to support collaboration and teamwork, with a focus on driving operational efficiency and service quality.

📄 Application & Technical Interview Process

Interview Process:

Resume Screening: Bolt will review your resume and cover letter to assess your qualifications for the role.
Phone/Video Screen: A short phone or video call to discuss your experience, motivations, and cultural fit.
On-site Interview: A visit to Bolt's Tallinn office to meet the team, discuss the role in more detail, and complete a case study or role-play exercise.
Final Decision: Bolt will make a final decision based on your interview performance and cultural fit.

Portfolio Review Tips (N/A)

Technical Challenge Preparation (N/A)

ATS Keywords: Customer Support Operations, Team Management, Operational Efficiency, KPI Management, BPO Collaboration, Change Management, Customer Satisfaction, Service Quality, Regional Operations, Cross-Functional Collaboration

📝 Enhancement Note: While this role does not require a technical portfolio or challenge, candidates should be prepared to discuss their experience with customer support operations, team management, and process improvement initiatives.

🛠 Technology Stack & Web Infrastructure (N/A)

👥 Team Culture & Values

Customer Support Operations Values:

Customer-Centric: Focus on delivering exceptional customer experiences and driving customer satisfaction.
Data-Driven: Use data and analytics to inform decision-making and improve operational efficiency.
Collaborative: Work closely with internal teams and BPO partners to deliver scalable support and maintain high service quality.
Adaptable: Embrace change and continuously improve processes to stay ahead in a fast-panging industry.

Collaboration Style:

Cross-Functional: Work closely with various internal teams, including QA, WFM, Training, Local Operations, and Central Operations, to deliver scalable support and maintain high service quality.
BPO Partnership: Collaborate with BPO partners to ensure alignment on goals, agent development, and escalation management. Drive BPO performance and adherence to metrics/targets.
Change Management: Lead the successful rollout of regional initiatives and support change management efforts across teams.

📝 Enhancement Note: Bolt's customer support operations team values a customer-centric, data-driven, collaborative, and adaptable approach to delivering exceptional service quality across multiple markets.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing multiple markets and time zones to ensure consistent service quality and performance.
Optimizing workflows and queue management to drive operational efficiency and improve KPIs.
Collaborating with BPO partners to drive performance, adherence to metrics/targets, and action plans.
Leading change management efforts and supporting the successful rollout of regional initiatives.

Learning & Development Opportunities:

Develop leadership skills and gain experience managing regional teams.
Contribute to strategic decision-making and process improvements.
Expand knowledge of the mobility and tech industries.

📝 Enhancement Note: Technical challenges in this role are focused on driving operational efficiency, improving service quality, and collaborating with BPO partners to deliver scalable support across multiple markets.

💡 Interview Preparation

Technical Questions:

Operational Efficiency: Describe a time when you optimized workflows or queue management to improve operational efficiency and KPIs.
BPO Collaboration: Share an example of a successful collaboration with a BPO partner to drive performance and adherence to metrics/targets.
Change Management: Discuss a regional initiative you led and how you ensured its successful rollout and adoption across teams.

Company & Culture Questions:

Customer-Centric Focus: How do you ensure that customer satisfaction remains a top priority when managing regional teams and collaborating with BPO partners?
Data-Driven Decisions: Describe a time when you used data and analytics to inform decision-making and improve operational efficiency.
Adaptability: How do you stay up-to-date with industry trends and adapt your strategies to meet changing customer needs and market demands?

Portfolio Presentation Strategy (N/A)

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating experience with customer support operations, team management, and process improvement initiatives, as well as cultural fit with Bolt's values and work environment.

📌 Application Steps

To apply for this Customer Support Operations Manager position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your experience with customer support operations, team management, and process improvement initiatives.
Prepare for the phone or video screen by researching Bolt's company culture and values.
Prepare for the on-site interview by reviewing the role's responsibilities and required skills, and practicing your responses to potential interview questions.
Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the role.

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

Customer Support Operations Manager