Exciting Career Opportunity at Bolt

POSITION: CS Operations Specialist – Safety

Bolt invites dedicated and emotionally intelligent individuals to apply for the position of CS Operations Specialist – Safety. This role offers you an exceptional opportunity to serve as the benchmark for quality case handling across Bolt’s Africa operations while contributing to the future of urban mobility.

About Bolt

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project by a 19 year old in 2013 has grown into a global mobility platform serving more than 200 million customers and 4.5 million driver and courier partners across 50 countries. From ride hailing and food delivery to scooters, e bikes, and car sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1 billion in funding. Consequently, we seek a CS Operations Specialist who shares our vision and can elevate our safety operations.

Job Summary

We currently seek an in house Customer Support Specialist to join our team. This position places you at the forefront of our safety operations, where you will independently investigate severe safety incidents, handle sensitive public social media escalations, and manage complex Bolt for Business and B2G support cases. Working across Safety, Social Media, and Corporate accounts, you will use sound judgment and empathy to make defensible decisions under pressure. Bolt ensures you are backed by a supportive team culture, complete with regular wellbeing checks and peer resources to help you succeed in this high impact seat.

Responsibilities

• Investigate severe safety incidents including assault, harassment, and fatalities using SOPs, gathering all trip data and communicating with deep empathy and composure.
• Manage safety flagged social media escalations, authority contacts, and complex Tier 1 to 2 Bolt for Business and B2G cases end to end.
• Provide empathetic, in person assistance at the Driver Engagement Centre, managing aggressive drivers or traumatised riders professionally.
• Document every case accurately and factually within each session while participating in peer calibration and SOP improvements.
• Partner with Marketing, Legal, PR, Sales, and Local Operations to resolve complex escalations, maintain SLAs, and protect user PII.
• Participate in daily scenario sprints, peer learning, and regular training re certifications to continuously elevate team standards.

Oualifications

To succeed in this role, you must bring a combination of experience, skills, and personal attributes. Specifically, we require:

• Relevant Experience: 1 to 2+ years in customer support, trust and safety, content moderation, or managing sensitive, high risk cases. Authority liaison experience is a strong plus.
• Language Proficiency: C1 level in English with exceptional, factual written communication skills.
• Decisive Under Pressure: Strong analytical mindset to evaluate trip evidence and make defensible, sound decisions quickly with incomplete information.
• Emotional Intelligence and Resilience: High EQ and composure, able to absorb user distress and manage intense situations without internalising stress.
• Cross Segment Communication: Skilled in adapting your tone across diverse channels from empathetic public social media responses to professional B2B and B2G stakeholder interactions.
• Operational Readiness: Comfortable working in a 24/7 shift based environment, navigating diverse African cultural dynamics, and adapting quickly to tools like Zendesk or Salesforce.

Benefits

• Accelerate Your Professional Growth: Access unique career opportunities in a rapidly scaling global company.
• Rewarding Compensation: Enjoy a competitive salary and stock options, knowing that as Bolt succeeds, so do you.
• Wellness Perks: Take care of your physical and mental health with our comprehensive wellness benefits.
• Paid Sabbatical: Celebrate 5 years at Bolt with a 1 month paid sabbatical to recharge.
• Global Connections: Connect with colleagues at annual company events and smaller team gatherings.
• Hybrid Model: Balance flexibility and in person collaboration with at least 12 monthly in office days.

How to Apply for this Career Opportunity at Bolt

Do not let this opportunity pass you by. Interested candidates should submit their applications through the Bolt careers portal. Ensure you highlight your relevant experience in customer support, trust and safety, or high risk case management.

Click Here to Apply

Closing Date: 30th September 2026

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