Senior Safety Incident Specialist
We are looking for a Senior Safety Incident Specialist who will play a key role in managing complex, significant, and unique-risk safety incidents, ensuring a swift and sensitive response while driving process improvements
Location: Tallinn, EstoniaView all roles
About the role
This role acts as a subject matter expert for unique or escalated events, partnering cross-functionally to protect customer trust and reduce incident impact. You will also support continuous improvement by mentoring peers and providing operational feedback.
What you can expect
Main tasks and responsibilities:
Incident Management: Owns the end-to-end resolution of significant or escalated safety incidents. Ensures high standards of care, speed, and documentation throughout the incident lifecycle.
Stakeholder Coordination: Collaborates with internal stakeholders, including Risk & Safety, Legal, and Customer Support, to resolve incidents cross-functionally and communicate clearly with impacted parties.
Policy & Process Input: Reviews global policy guidance and applies it to real-world casework. Proactively identifies friction points and helps design better workflows for handling “Significant Risk” and “Unique” cases.
Mentorship & Support: Acts as a point of guidance and expertise within the team. Supports Safety Incident Specialists on complex cases and shares best practices across the team.
Operational Feedback: Analyzes incident trends and root causes. Delivers clear feedback to frontline Safety Operations teams to improve quality and first-touch resolution.
Quality & Performance Focus: Maintains accountability for case quality and resolution speed. Participates in quality assurance efforts and contributes to team-level performance improvement initiatives.
What we expect
About you:
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!
You have experience in incident management, risk, safety, or customer-facing roles - ideally in fast-paced, high-stakes environments.
You’re calm under pressure, with excellent judgment and a clear, empathetic communication style.
You’re highly detail-oriented and able to manage sensitive information with discretion and professionalism.
You’re comfortable working cross-functionally and can confidently collaborate with Legal, Risk, and Support teams.
You’re flexible with working hours, including occasional evenings or weekends, depending on incident needs.
You’re naturally curious and proactive, constantly looking for ways to improve processes and outcomes.
Apply now and join us to make cities for people, not cars.
Become part of our Customer Support team
Why you’ll love it here:
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.
Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
Connect with colleagues at annual company events and smaller team gatherings.
Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.
*Some perks may differ depending on your location.About us
We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!
