Customer Support Online Presence Program Manager
BoltEstonia5 hours ago
Full-timeRemote FriendlyOther
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We’re looking for a Social Media & Online Presence Program Manager to lead how Bolt manages customer support across public-facing digital platforms (social media, app stores, review sites). You’ll design and oversee workflows, tools, and performance tracking while working closely with PR, Marketing, Policy, and Operations. This role is key to ensuring fast, consistent, and brand-aligned responses that protect our reputation and improve customer perception.
About Us
With over 200 million users 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, national origin, age, or ability.
Our ultimate goal is to make cities for people, not cars. And we need your help on this mission!
About The Role
The CS Social Media & Online Presence Program Manager is responsible for leading how Bolt engages and manages customer support across all public-facing digital platforms. This includes social media channels (LinkedIn, X, Facebook, Instagram, TikTok), as well as app store and other review sites (Google Play, Apple App Store, Glassdoor, Trustpilot etc.). The role ensures Bolt’s online support presence is consistent, timely, and aligned with company policies and brand values.
You will design and oversee the programmatic approach to social media support — covering workflows, tooling, performance measurement, and cross-functional alignment with PR, Marketing, Policy, and Operations teams. This is a highly visible role that safeguards Bolt’s brand reputation, ensures fast issue resolution, and drives improvements in customer perception across public platforms.
Main tasks and responsibilities:
Why you’ll love it here:
About Us
With over 200 million users 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, national origin, age, or ability.
Our ultimate goal is to make cities for people, not cars. And we need your help on this mission!
About The Role
The CS Social Media & Online Presence Program Manager is responsible for leading how Bolt engages and manages customer support across all public-facing digital platforms. This includes social media channels (LinkedIn, X, Facebook, Instagram, TikTok), as well as app store and other review sites (Google Play, Apple App Store, Glassdoor, Trustpilot etc.). The role ensures Bolt’s online support presence is consistent, timely, and aligned with company policies and brand values.
You will design and oversee the programmatic approach to social media support — covering workflows, tooling, performance measurement, and cross-functional alignment with PR, Marketing, Policy, and Operations teams. This is a highly visible role that safeguards Bolt’s brand reputation, ensures fast issue resolution, and drives improvements in customer perception across public platforms.
Main tasks and responsibilities:
- Program Design & Governance
- Own and scale Bolt’s global approach to customer support on social and public platforms.
- Define workflows, response standards, tone of voice, and escalation paths for online interactions.
- Build a governance framework to ensure regional and global consistency while allowing for local nuance.
- Cross-Functional Collaboration
- Partner with Public Relations, Marketing, and Policy teams to align on messaging and reputation management.
- Coordinate with CS Operations and Safety teams on high-risk or sensitive escalations.
- Ensure Legal and Compliance requirements are met in all customer interactions.
- Performance & Insights
- Define and track KPIs for social media support (response time, resolution time, sentiment, volume trends).
- Monitor app store and review site feedback, surfacing insights and customer pain points to Product, Ops and appropriate vertical teams
- Provide regular reporting and reviews on Bolt’s online presence, highlighting opportunities for improvement.
- Operational Readiness & Enablement
- Work with Product and Tooling teams to ensure platforms (e.g. CRM, social monitoring tools) enable efficient, high-quality support.
- Lead readiness planning for campaigns, product launches, or market-sensitive events to ensure online queues are supported.
- Run training, calibration, and best practice sharing across regional teams.
- Business Continuity & Crisis Management
- Ensure processes are in place for managing surge events (viral posts, outages, safety incidents).
- Act as program owner for online escalation handling during crises, ensuring clarity in responsibilities and workflows.
- 5+ years of experience in customer support, community management, or online reputation management.
- Strong knowledge of social media platforms, review ecosystems, and customer engagement best practices.
- Experience leading cross-functional programs and influencing without direct authority.
- Data-driven mindset with the ability to interpret sentiment, feedback, and volume trends into action.
- Excellent communication skills with the ability to balance brand tone and customer empathy.
- Experience in high-growth, multi-market, customer-facing environments is preferred.
Why you’ll love it here:
- 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 2 days in the office each week to foster strong connections and teamwork.
- Take care of your physical and mental health with our wellness perks.
- Some perks may differ depending on your location and role.
Key Skills
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