CS Operations Specialist – Safety at Bolt

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• High-Stakes Case Resolution: Investigate severe safety incidents (e.g., assault, harassment, fatalities) using SOPs, gathering all trip data and communicating with deep empathy and composure. • Multi-Channel Coverage: Manage safety-flagged social media escalations, authority contacts, and complex Tier 1–2 Bolt for Business and B2G cases end-to-end. • On-Site & High-Friction Support: Provide empathetic, in-person assistance at the Driver Engagement Centre, managing aggressive drivers or traumatized riders professionally. • Quality & Accuracy: Document every case accurately and factually within each session while participating in peer calibration and SOP improvements. • Cross-Functional Collaboration: Partner with Marketing, Legal, PR, Sales, and Local Operations to resolve complex escalations, maintain SLAs, and protect user PII. • Continuous Growth & Team Sprints: Participate in daily scenario sprints, peer learning, and regular training re-certifications to continuously elevate team standards. • Relevant Experience: 1–2+ 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 & Resilience: High EQ and composure, able to absorb user distress and manage intense situations without internalizing stress. • Cross-Segment Communication: Skilled in adapting your tone across diverse channels—from empathetic public social media responses to professional B2B/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. • Accelerate your professional growth with unique career opportunities. • Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you. • Take care of your physical and mental health with our wellness perks.