Senior Product Manager, Support Experience

Senior Product Manager, Support Experience | Bolt Careers Careers Product and Design Senior Product Manager, Support Experience Senior Product Manager, Support Experience We are looking for a Senior Product Manager to join the Support Experience team at Bolt. In this role, you will be responsible for defining and executing product strategy and roadmap, delivering solutions that improve how users access and experience support across Bolt’s services. You will work on high-impact product challenges at scale, supporting millions of users across multiple markets and verticals. If you are interested in working on product challenges at scale, we encourage you to apply. Locations: Warsaw, Poland | Tallinn, Estonia View all roles Apply now

About

the role At Bolt, users rely on support in moments that directly impact their experience — from resolving trip issues to accessing accounts or payments. These interactions play a key role in shaping trust across our platform, which serves over 200M users across multiple verticals and markets. As a Senior Product Manager, you will own the end-to-end user-facing support experience, including how users discover help, describe issues, interact with support channels, and track resolution. You will be responsible for a high-volume product surface handling millions of interactions each month, including live chat, self-serve tools, and intake flows. Your role will focus on continuously improving quality while balancing operational efficiency and cost-to-serve. Main tasks and

responsibilities: Defining product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency. Designing and improving user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels. Collaborating with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences. Running experiments and analysing results to inform product decisions, including impact on user experience and business metrics. Balancing user experience quality with cost-to-serve, using data to guide trade-offs and improvements. Acting as the main point of contact for Support Experience, aligning stakeholders and providing regular updates across product, operations, and leadership teams. About you: You have demonstrated experience in product management, with ownership of consumer-facing products at scale. You have a strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms. You have experience balancing user experience with operational or business metrics, including cost-related considerations. You have experience working with data and experimentation to inform product decisions. You have strong communication skills, enabling effective collaboration across technical and non-technical stakeholders. You have familiarity with AI-driven support solutions, real-time systems, or customer support tooling. 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 Location We can only offer relocation and visa support to Tallinn Upload your CV Drop files here to upload or choose from your device Browse files Supported formats: .pdf, .docx (max. file size 5MB) 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. Continue to survey Submit application Fill in our Demographic Survey Please help Bolt’s diversity and inclusion efforts by completing our voluntary demographic survey. div>div>label]:mb-4"> Which gender identity do you most closely identify with? (optional) Female Male Non-binary Other Prefer not to disclose div>div>label]:mb-4"> What is your age? (optional) Under 21 21-25 26-34 35-44 45-54 55-64 65 or over Prefer not to disclose div>div>label]:mb-4"> Are you a parent, caretaker, or legal guardian of anyone? (optional) Yes No Prefer not to disclose div>div>label]:mb-4"> Do you live with any disability? (optional) Yes No Prefer not to disclose div>div>label]:mb-4"> In which country do you currently live? (optional) Estonia Romania Poland Germany Other, please specify (country) Prefer not to disclose Question 1 / 5 Previous Next Submit application Your answers are anonymous and not linked to your application. By responding, you consent to Bolt processing your demographic data in accordance with our Privacy Notice . AI Disclaimer: We use Greenhouse's AI-powered Talent Matching tool to compare your application against our job