CSOperationsAgent

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. 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. 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! 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 revie