CS Operations Agent

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 our office 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. 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 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) 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). LinkedIn Profile (optional) 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! 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