CS Operations Team Lead

About the role

CS Operations Team Lead | Bolt Careers Careers Customer Support CS Operations Team Lead CS Operations Team Lead We are looking for a shift-based CS Operations Team Lead to join the Customer Support department. In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations. Locations: Lisbon, Portugal | Tallinn, Estonia View all roles Apply now About the role As a CS Operations Team Lead ou will act as the first layer of operational stability during live shifts, ensuring KPI delivery through active coaching, queue oversight, and strong cross-functional collaboration. Main tasks and responsibilities: Lead, develop, and engage a team of Customer Support agents and specialists, driving a high-performance culture through coaching, regular feedback, and performance management. Own real-time operations, ensuring queue health, effective staffing, and smooth execution across in-house and BPO teams. Drive team performance against key KPIs (speed, quality, resolution, customer satisfaction), using data to identify gaps and implement improvements. Own customer support quality, including QA oversight, calibration alignment, and continuous improvement of the customer experience. Support hiring, onboarding, and training, while maintaining up-to-date knowledge base content and ensuring team readiness. Collaborate with stakeholders and use data-driven insights to improve processes, influence decisions, and drive operational and strategic improvements. About you: You have experience in leading Customer Support teams in a fast-paced, operational environment. You are comfortable working in a shift-based setup and managing real-time operations. You have strong coaching and feedback skills, with experience in performance management. You have a data-driven mindset, with the ability to translate metrics into actions. You are a confident manager, able to communicate clearly and influence decisions. You are highly organised, proactive, and focused on delivering a strong customer experience. 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! 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) Preferred First Name (optional) Why do you feel you will succeed in the CS Team Lead position? What are the best Customer Support channels for customers and why? What are the key metrics to measure success in Customer Support? Are you able to work rotating shifts and weekends? Yes No What are your salary expectations? 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 requirements. Learn More Become part of our Customer Support team *Some perks may differ depending on your location. Why you’ll love it here: Our Support teams are essential in improving our offering as they communicate with customers and collect feedback. They’re responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience. View team 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 that lets you focus on doing your best work. 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 our wellness perks. About us With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people. Learn more We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability. Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission! Quick links View all 270+ open roles Products Rides Scooters E-Bikes Bolt Drive Bolt Food Bolt Market Bolt for Business Bolt Plus Earn Company Support Safety Locations City solutions Get Bolt Get Bolt Food Suppliers Terms and Conditions Privacy Cookies Security Community Guidelines © 2026 Bolt Technology OÜ