<gh-intro>
  <text>
    We’re looking for a Head of Customer Support Operations to own and scale how Customer Support runs at Bolt globally. You’ll build strong operating rhythms, performance standards, and continuous improvement practices that keep support fast, reliable, and cost-effective across regions and partners. If you enjoy leading complex operations and turning change into simple, scalable execution - and you’ve led large-scale transitions across teams, vendors, or locations - this role is for you.

  </text>
</gh-intro>

<gh-about-us>
  <title>About us</title>
  <text>
    With over 200 million users in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

    We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or ability.

    Our ultimate goal is to make cities for people, not cars. And we need your help on this mission!
  </text>
</gh-about-us>

<gh-role-detail>
  <title>About the role</title>
  <text>

As a key leader in Customer Support, you will lead the global transition of Tier 1 and Tier 2 CS operations (in-house and outsourced) into Bolt’s 2026 operating model.

Your mandate is to keep service levels stable, manage risk, and deliver within the 2026 cost plan as ~1,000 roles shift across regions and vendors. Once stabilised, you’ll take operational ownership of a major share of global CS, leading leaders and driving performance at scale.

  </text>
</gh-role-detail>

<gh-responsibilities>
  <title>Main tasks and responsibilities:</title>
  <bulletpoints>

• <point>Global Transition Leadership: Own the transition of Tier 1 & Tier 2 CS operations (in-house and BPO) from 2025 contracts to the 2026 model, ensuring stability and performance.</point>
• <point>Service Continuity & KPIs: Safeguard SLs and KPIs during changeover, partnering with the Performance team and 24×7 Control Centre.</point>
• <point>Vendor & Site Stand-up: Oversee new BPO site launches and critical leadership hiring to guarantee operational readiness and quality.</point>
• <point>Governance & Reporting: Establish structured weekly reviews, track risks, and drive continuous improvement throughout the transition.</point>
• <point>Post-Transition Leadership: Transform AI, new technologies, process re-engineering, etc. Take operational responsibility for ~50% of the CS organisation (~1,000 people, 8–10 direct reports).</point>

</bulletpoints>
</gh-responsibilities>

<gh-requirements>
  <title>About you:</title>
  <bulletpoints>

• <point>Operational Leadership Experience: 10+ years leading large-scale CS or operations across multiple geographies, with experience managing 100s–1000s of people.</point>
• <point>Proven Transition Expertise: Track record of delivering complex, multi-country transitions (cutovers, relocations, vendor migrations).</point>
• <point>Strategic & Operational Acumen: Ability to balance program execution, risk management, cost control, and operational excellence.</point>
• <point>Analytical Problem Solving: Data-driven mindset; able to identify risks early and protect SLs/KPIs during change.</point>
• <point>Transformative People Leader: A leader who leverages strong people skills to drive change: inspires and motivates in matrix environments at the start, while also effectively developing and leading teams as scope grows.</point>
• <point>Influential Navigation: You skillfully navigate ambiguity and influence stakeholders based on compelling evidence, unwavering commitment, and deep subject matter expertise.</point>

  </bulletpoints>
  <text>
    Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
  </text>
</gh-requirements>

<gh-perks>
  <title>Why you’ll love it here:</title>
  <bulletpoints>

• <point>Play a direct role in shaping the future of mobility.</point>
• <point>Impact millions of customers and partners in 600+ cities across 50+ countries.</point>
• <point>Work in fast-moving autonomous teams with some of the smartest people in the world.</point>
• <point>Accelerate your professional growth with unique career opportunities.</point>
• <point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
• <point>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.</point>
• <point>Take care of your physical and mental health with our wellness perks.</point>

  </bulletpoints>
  <text>*Some perks may differ depending on your location and role.</text>
</gh-perks>