About the role
CS Operations Agent | Bolt Careers Careers Customer Support CS Operations Agent CS Operations Agent We are looking for an exceptional CS Operations Agent to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in Nicosia, Cyprus. Location: Nicosia, Cyprus View all roles Apply now
About
the role The CS Operations Agent is the frontline of Bolt’s support experience.
The role focuses on resolving customer queries quickly, accurately, and with empathy across Bolt products, including Bolt Food, Ride, Rentals, Business, and future services. The agent works in a fast-paced environment where strong execution, attention to detail, and ownership of customer satisfaction are essential.
The role also includes proactively flagging issues, ensuring accurate tagging, and sharing feedback to support continuous product and process improvements. Main tasks and
responsibilities: Handle customer inquiries across chat, email, or voice, resolving issues related to rides, orders, rentals, accounts, payments, and cancellations while meeting SLAs for speed, accuracy, and customer satisfaction. Ensure all resolutions align with Bolt policies and processes, delivering outcomes that meet customer expectations. Follow internal workflows, SOPs, and macros, apply accurate ticket tagging, and proactively flag process or tooling gaps through proper channels. Maintain up-to-date product knowledge across all verticals (Food, Ride, Rentals, Business, etc.), complete trainings, and contribute to cross-functional upskilling. Meet or exceed KPIs such as FRT, AHT, CSAT, and resolution time, and actively participate in audits, coaching, and performance reviews. Collaborate with team leads and peers to ensure smooth operations, share insights and feedback, and support during high-demand or critical situations. About you: You are fluent in Greek [near native C2] and written and spoken English. Strong experience in customer support or complex case handling and high emotional intelligence/resilience. Excellent written and verbal communication skills. Strong analytical and investigative ability. Ability to make decisions under pressure and high attention to detail/documentation standards. Comfortable working rotating, shift-based schedules in a 24/7 operation. At Bolt, using AI daily is a baseline expectation for everyone. If there’s a faster, smarter way to do your work, we expect you to find it. You’re still responsible for the output, so the standard stays high when using AI tools. Experience is valuable, but what we really look for is drive, intelligence, and integrity — so if you don’t tick every box, apply anyway. Apply now and join us to make cities for people, not cars. First name Last name Email Phone Number Upload your CV Drop files here to upload or choose from your device Browse files Supported formats: .pdf, .docx (max. file size 5MB) Preferred First Name (optional) Are you based in Nicosia, Cyprus? Yes No What are your salary expectations? (Gross/monthly) How would you grade your English skills? Select... How would you rate your Greek skills? Select... Why do you want to work in Customer Support? (Answer in English). What does great customer service mean to you? (Answer in English). Please reply to the following customer email in Greek: “Hi, I went to pick up a rider halfway across town and after waiting for about 10 minutes, they cancelled the ride. I did not receive any cancellation fee. I need to be compensated for my fuel and time. Please fix this.” Imagine you are the only customer support agent on shift. One customer contacts you because they were charged twice for a recent ride. At the same time, another urgent ticket comes in from a customer whose driver never showed up and they are stranded at the airport. Please explain step by step how you would handle these situations, how you would prioritise the cases, and how you would communicate with both customers. (Answer in Greek). Will you now or in the future need sponsorship for employment visa status to start or keep working with Bolt? Select an option Do you need special assistance due to disability? We are happy to provide reasonable accommodations. (optional) By responding, you consent to Bolt processing your disability data in accordance with our Privacy Notice . Where did you hear about Bolt? Select an option By ticking this box, I confirm that I have read and understand the content of the Privacy Notice and acknowledge that my personal data will be processed as part of this application. Submit application AI Disclaimer: We use Greenhouse's AI-powered Talent Matching tool to compare your application against our job
