Customer Support Process Program Manager at Bolt Technology

📍 Job Overview

Job Title: Customer Support Process Program Manager
Company: Bolt Technology
Location: Tallinn, Estonia
Job Type: Hybrid (3 days in the office)
Category: Process Management, Customer Support
Date Posted: 2025-07-18
Experience Level: 5-10 years

🚀 Role Summary

Strategic Process Designer driving customer support operations and enhancing customer experience.
Cross-functional Collaborator working with Product, Operations, Policy, Enablement, and Data teams to align on shared goals.
Continuous Improvement Champion proactively identifying inefficiencies and implementing data-informed solutions.
Process Lifecycle Manager overseeing processes from initial intake to ongoing iteration.

📝 Enhancement Note: This role is ideal for experienced process designers with a strong background in customer support operations, seeking to make a significant impact on a rapidly growing tech company.

💻 Primary Responsibilities

Design and Implement Scalable Processes: Architect and deploy robust, efficient processes across multiple support teams and geographies to meet the demands of a rapidly growing business.
Bridging Business and Frontline Operations: Translate high-level business and product policies into actionable, agent-friendly support workflows that deliver seamless customer journeys.
Drive Continuous Improvement: Proactively identify inefficiencies, conduct root cause analysis, and implement data-informed solutions to enhance agent productivity, resolution times, and overall support effectiveness.
Collaborate Cross-Functionally: Work closely with various teams to align on shared goals and drive process adoption.
Manage the Process Lifecycle: Oversee processes from initial intake and design through to rollout, adoption, and ongoing iteration.
Leverage Technology: Understand and utilize common CX platforms to optimize support delivery.

📝 Enhancement Note: The primary focus of this role is on process design and improvement, with a strong emphasis on cross-functional collaboration and data-driven decision-making.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Operations Management, or a related field. Relevant experience may substitute for formal education.

Experience: 5-7 years in customer support operations, process design, or service delivery roles, preferably in fast-paced tech or BPO environments.

Required Skills:

Proven success in designing and implementing scalable processes
Strong knowledge of process documentation, workflow design, and change management
Exceptional analytical and problem-solving skills
Ability to conduct root cause analysis and interpret operational metrics
Excellent written and verbal communication skills, able to simplify complex topics for diverse audiences
Customer-centric mindset, prioritizing efficiency, quality, and satisfaction

Preferred Skills:

Experience with common CX platforms
Familiarity with Agile methodologies
Knowledge of SQL or other data querying languages
Experience in a fast-growing tech environment

📝 Enhancement Note: While relevant experience is crucial, the company values drive, intelligence, and integrity. If you don't tick every box, they still encourage you to apply.

📊 Web Portfolio & Project Requirements

N/A - This role does not require a web portfolio or project submission.

💵 Compensation & Benefits

Salary Range: Not specified. Research suggests that a mid-level process manager in Estonia can expect a salary range of €3,500 - €5,500 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
Enjoy the flexibility of working in a hybrid mode with a minimum of 3 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: Some perks may differ depending on your location and role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Tech, Mobility, Transportation

Company Size: Medium to Large (200+ million customers in 50+ countries)

Founded: Not specified

Team Structure:

Cross-functional teams, including Product, Operations, Policy, Enablement, and Data
Autonomous teams working on specific processes and projects

Development Methodology:

Agile methodologies for process design and improvement
Data-driven decision-making and continuous improvement

Company Website: Bolt.eu

📝 Enhancement Note: Bolt is a fast-growing tech company focused on making cities for people, not cars. They value inclusivity, diversity, and creating an environment where everyone is welcome.

📈 Career & Growth Analysis

Process Management Career Level: This role is suitable for experienced process managers seeking to drive significant change in a fast-paced, dynamic environment.

Reporting Structure: This role reports directly to the Head of Customer Support or a similar leadership position.

Technical Impact: The role has a significant impact on customer experience, agent productivity, and overall support effectiveness across multiple teams and geographies.

Growth Opportunities:

Process Management: Advance your career in process management, taking on more complex processes and teams.
Leadership: Develop your leadership skills and move into a management role, overseeing a team of process designers.
Cross-functional Collaboration: Expand your expertise by working closely with other teams and taking on additional responsibilities.

📝 Enhancement Note: Bolt offers unique career opportunities for professionals looking to grow and make a significant impact in a rapidly expanding tech company.

🌐 Work Environment

Office Type: Hybrid, with a minimum of 3 days in the office each week to foster strong connections and teamwork.

Office Location(s): Tallinn, Estonia

Workspace Context:

Collaborative workspaces designed to facilitate cross-functional teamwork
Access to common CX platforms and other relevant tools for process design and optimization
Flexible work arrangements to support work-life balance

Work Schedule: Full-time, with a standard workweek of 40 hours, flexible to accommodate project deadlines and maintenance windows.

📝 Enhancement Note: Bolt's work environment is designed to support collaboration, innovation, and work-life balance, with a focus on fostering strong connections between team members.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to discuss your experience and fit for the role.
Process Design Challenge: A practical exercise to assess your process design skills and problem-solving abilities.
On-site/Video Interview: A deeper dive into your experience, accomplishments, and cultural fit, including a meeting with the hiring manager.
Final Decision: A final review of your application and interview performance.

Portfolio Review Tips: N/A - This role does not require a web portfolio or project submission.

Technical Challenge Preparation:

Brush up on your process design skills and familiarize yourself with common CX platforms.
Prepare examples of your past process design successes and the impact you've made on customer experience and agent productivity.
Research Bolt's mission and values to demonstrate your cultural fit and alignment with the company's goals.

ATS Keywords: Customer Support, Process Design, Service Delivery, Analytical Skills, Problem-Solving, Collaboration, Communication, Customer-Centric Mindset, Agile Methodologies, CX Platforms

📝 Enhancement Note: While this role does not require a web portfolio or project submission, being prepared to discuss your process design experience and accomplishments is essential for success in the interview process.

🛠 Technology Stack & Web Infrastructure

N/A - This role does not require a specific technology stack or web infrastructure knowledge.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize efficiency, quality, and satisfaction in all process design decisions.
Continuous Improvement: Proactively identify inefficiencies and implement data-informed solutions to enhance support effectiveness.
Collaboration: Work closely with cross-functional teams to align on shared goals and drive process adoption.
Empowerment: Empower agents and customers by creating intuitive, user-friendly support workflows.

Collaboration Style:

Cross-Functional: Work closely with various teams, including Product, Operations, Policy, Enablement, and Data, to align on shared goals and drive process adoption.
Data-Driven: Use data and analytics to inform process design decisions and measure performance.
Agile: Employ Agile methodologies for process design and improvement, with a focus on iterative development and continuous improvement.

📝 Enhancement Note: Bolt's customer support team values a customer-centric approach, continuous improvement, and cross-functional collaboration to deliver exceptional support experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Process Complexity: Design and implement scalable processes that meet the demands of a rapidly growing business.
Cross-Functional Alignment: Collaborate with various teams to align on shared goals and drive process adoption.
Data-Driven Decision-Making: Use data and analytics to inform process design decisions and measure performance.
Continuous Improvement: Proactively identify inefficiencies and implement data-informed solutions to enhance support effectiveness.

Learning & Development Opportunities:

Process Management: Advance your process management skills and expertise through on-the-job experience and training opportunities.
Leadership: Develop your leadership skills and take on additional responsibilities within the team.
Cross-functional Collaboration: Expand your expertise by working closely with other teams and taking on new challenges.

📝 Enhancement Note: Bolt offers unique learning and development opportunities for process managers seeking to grow and make a significant impact in a rapidly expanding tech company.

💡 Interview Preparation

Technical Questions:

Process Design: Describe your approach to designing and implementing scalable processes. Walk through a specific example from your past experience.
Cross-Functional Collaboration: How do you ensure alignment with various teams when designing and implementing processes? Provide an example from your past experience.
Data-Driven Decision-Making: How do you use data and analytics to inform process design decisions? Walk through a specific example from your past experience.
Continuous Improvement: Describe your approach to proactively identifying inefficiencies and implementing data-informed solutions. Provide an example from your past experience.

Company & Culture Questions:

Company Mission: How does this role contribute to Bolt's mission of making cities for people, not cars? How do you align your work with this mission?
Customer Experience: How do you prioritize customer experience in your process design decisions? Provide an example from your past experience.
Team Dynamics: How do you foster a collaborative and inclusive team environment? Provide an example from your past experience.

Portfolio Presentation Strategy: N/A - This role does not require a web portfolio or project submission.

📝 Enhancement Note: While this role does not require a web portfolio or project submission, being prepared to discuss your process design experience and accomplishments is essential for success in the interview process. Focus on your problem-solving skills, data-driven decision-making, and cross-functional collaboration abilities.

📌 Application Steps

To apply for this Customer Support Process Program Manager position:

Submit your application through the application link provided.
Prepare for the phone/video screen by reviewing your process design experience and accomplishments.
Research Bolt's mission, values, and customer support approach to demonstrate your cultural fit and alignment with the company's goals.
Prepare for the process design challenge by brushing up on your skills and familiarizing yourself with common CX platforms.
Prepare for the on-site/video interview by practicing your problem-solving skills, data-driven decision-making, and cross-functional collaboration abilities.
Follow up after the interview to express your continued interest in the role and reiterate your qualifications.

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

Customer Support Process Program Manager