Customer Support Process Program Manager

Are you a master at transforming intricate challenges into streamlined solutions? If you're passionate about bridging business intent with frontline reality to deliver fast, scalable, and high-quality support, and you thrive on continuous improvement, we want to hear from you. This is a unique opportunity to own and optimize the systems that underpin exceptional customer interactions.

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, national origin, 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

We're searching for a Strategic Process Designer who will be the central architect behind the internal support processes that elevate our customer experience. You'll be instrumental in shaping the future of our customer support operations.

Main tasks and responsibilities:

• Designing and Implementing Scalable Processes: Architect and deploy robust, efficient processes across multiple support teams and geographies, ensuring they meet the demands of a rapidly growing business.
• Bridging Business & Frontline Operations: Translate high-level business and product policies into actionable, agent-friendly support workflows that deliver seamless customer journeys.
• Driving Continuous Improvement: Proactively identify inefficiencies, conduct root cause analysis, and implement data-informed solutions to enhance agent productivity, resolution times, and overall support effectiveness
• Collaborating Cross-Functionally: Work closely with Product, Operations, Policy, Enablement, and Data teams to align on shared goals and drive process adoption.
• Manage the Process Lifecycle: Oversee processes from initial intake and design through to rollout, adoption, and ongoing iteration.
• Leverage Technology: Understand and utilize common CX platforms to optimize support delivery.
  
  
  

About you:

• Experience: 5-7 years in customer support operations, process design, or service delivery roles, preferably in fast-paced tech or BPO environments.
• Process Mastery: Proven success in designing and implementing scalable processes, with strong knowledge of process documentation, workflow design, and change management.
• Analytical Acumen: Exceptional analytical and problem-solving skills, capable of root cause analysis and interpreting operational metrics.
• Collaborative Spirit: Ability to work effectively with cross-functional teams, align stakeholders, and influence without direct authority.
• Communication Skills: Excellent written and verbal communication, able to simplify complex topics for diverse audiences.
• Customer-Centric Mindset: You approach process design with empathy for agents and customers, prioritizing efficiency, quality, and satisfaction.
  
  
  

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!