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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 on customer experiences.
- Qualifications: 10+ years in operational leadership with proven transition expertise.
- Other info: Join a diverse 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 in London employer: Bolt
Contact Detail:
Bolt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support Operations, Transition in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Bolt or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching Bolt’s culture and values. Show us how your experience aligns with our mission to make cities for people, not cars. We love candidates who resonate with our goals!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of your past successes in leading transitions and managing teams. We want to hear how you’ve tackled challenges and driven performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in being part of the Bolt family.
We think you need these skills to ace Head of Customer Support Operations, Transition in London
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 improved service levels. We want to see the impact you’ve made in previous roles!
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 faster. 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 them in past roles.
✨Showcase Transition Success
Prepare specific examples of large-scale transitions you've led. Highlight the challenges you faced, how you navigated them, and the outcomes. This will show your potential employer that you have the proven transition expertise they’re looking for.
✨Emphasise People Skills
This role requires transformative leadership. Be prepared to discuss how you've inspired and motivated teams in complex environments. Share stories that illustrate your ability to develop talent and drive change effectively.
✨Be Data-Driven
With a focus on analytical problem-solving, come equipped with data-driven insights from your previous experiences. Discuss how you've used data to identify risks early and protect service levels during transitions, showcasing your strategic and operational acumen.
