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- Tasks: Lead global transitions in Customer Support operations and ensure service stability.
- Company: Bolt, a fast-growing tech company impacting millions globally.
- Benefits: Competitive salary, stock options, hybrid work, and wellness perks.
- Why this job: Shape the future of mobility and make a real impact across 50+ countries.
- Qualifications: 10+ years in operational leadership with proven transition expertise.
- Other info: Join a dynamic team and accelerate your professional growth.
The predicted salary is between 72000 - 108000 £ per year.
We’re looking for a Head of Customer Support Operations to own and scale how Customer Support runs at Bolt globally. You’ll build strong operating rhythms, performance standards, and continuous improvement practices that keep support fast, reliable, and cost-effective across regions and partners. If you enjoy leading complex operations and turning change into simple, scalable execution - and you’ve led large-scale transitions across teams, vendors, or locations - this role is for you.
With over 200 million users in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. 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!
As a key leader in Customer Support, you will lead the global transition of Tier 1 and Tier 2 CS operations (in-house and outsourced) into Bolt’s 2026 operating model. Your mandate is to keep service levels stable, manage risk, and deliver within the 2026 cost plan as 2,000 roles shift across regions and vendors. Once stabilised, you’ll take operational ownership of a major share of global CS, leading leaders and driving performance at scale.
Responsibilities:- Global Transition Leadership: Own the transition of Tier 1 & Tier 2 CS operations (in-house and BPO) from 2025 contracts to the 2026 model, ensuring stability and performance.
- Service Continuity & KPIs: Safeguard SLs and KPIs during changeover, partnering with the Performance team and 24×7 Control Centre.
- Vendor & Site Stand-up: Oversee new BPO site launches and critical leadership hiring to guarantee operational readiness and quality.
- Governance & Reporting: Establish structured weekly reviews, track risks, and drive continuous improvement throughout the transition.
- Post-Transition Leadership: Transform AI, new technologies, process re-engineering, etc. Take operational responsibility for 50% of the CS organisation (1,000 people, 8–10 direct reports).
- Operational Leadership Experience: 10+ years leading large-scale CS or operations across multiple geographies, with experience managing 100s–1000s of people.
- Proven Transition Expertise: Track record of delivering complex, multi-country transitions (cutovers, relocations, vendor migrations).
- Strategic & Operational Acumen: Ability to balance program execution, risk management, cost control, and operational excellence.
- Analytical Problem Solving: Data-driven mindset; able to identify risks early and protect SLs/KPIs during change.
- Transformative People Leader: A leader who leverages strong people skills to drive change: inspires and motivates in matrix environments at the start, while also effectively developing and leading teams as scope grows.
- Influential Navigation: You skillfully navigate ambiguity and influence stakeholders based on compelling evidence, unwavering commitment, and deep subject matter expertise.
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!
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 3 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.
Head of Customer Support Operations, Transition employer: Bolt
Contact Detail:
Bolt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support Operations, Transition
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their mission, especially around customer support operations.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can lead transitions and improve performance in customer support. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Head of Customer Support Operations, Transition
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Support Operations role. Highlight your experience in leading large-scale transitions and managing teams, as this is what we’re really looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve successfully led complex operations or transitions. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value drive, intelligence, and integrity, so don’t be afraid to show us who you are and why you’re passionate about this role at Bolt.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
How to prepare for a job interview at Bolt
✨Know Your Numbers
As a Head of Customer Support Operations, you'll need to demonstrate your understanding of key performance indicators (KPIs) and service levels. Brush up on relevant metrics and be ready to discuss how you've successfully managed these in past roles.
✨Showcase Transition Success
Prepare specific examples of large-scale transitions you've led. Highlight the challenges you faced, how you overcame them, and the impact of your leadership on the overall success of the operation.
✨Emphasise People Skills
This role requires transformative leadership. Be prepared to share stories that showcase your ability to inspire and motivate teams, especially in complex, matrix environments. Think about how you've developed talent and fostered collaboration.
✨Be Data-Driven
Demonstrate your analytical problem-solving skills by discussing how you've used data to identify risks and drive continuous improvement. Bring examples of how you've protected service levels during transitions and what tools or methods you employed.
