Customer Experience Quality & Training Specialist

We are looking for a Quality and Onboarding Specialist in the Customer Support team for Bolt ride-hailing. Are you after a high-impact role in a fast-growing organization where you can build from scratch and scale both yourself and the business? Then this one might be for you. Please note that this is a full-time permanent employment opportunity. The monthly gross salary for this role is GEL 2662 gross and Bi-Annual bonus. Please note, that this position is procured by a third party representing a local partner. Bolt Group companies are not involved in the recruitment processLocation: Tbilisi, Georgia

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About the role

It’s an exciting, once-in-a-lifetime opportunity as you would work with smart people from local market and HQ, come up with scalable solutions to customer problems, and see results of your work each day. As a Customer Experience Quality & Training Specialist you will work in a young and energetic team. You'll have the environment and opportunities to help us improve our processes and make them even more efficient in addition to creating the best customer experience.

Main tasks and responsibilities:

Develop deep knowledge of internal systems and tools, understanding their functions and applications in daily operations.

Conduct regular quality assessments of support interactions across all communication channels, using established evaluation tools.

Deliver structured feedback and coaching sessions to agents, fostering continuous performance improvement.

Facilitate onboarding of new team members by providing mentoring, guidance, and role-specific training.

Contribute to quarterly planning and process optimization by proposing innovative, scalable solutions.

Maintain accurate documentation of quality assessments, insights, and follow-up actions in line with Company’s principles and compliance standards

About you:

You have at least 2 year of experience in quality assurance, or onboarding-related roles

You understand what outstanding customer support looks like and know how to evaluate and improve it

You are detail-oriented and structured, with the ability to identify patterns, perform root cause analysis, and suggest improvements

You are confident in providing constructive feedback and guiding others toward better performance

You enjoy sharing knowledge, mentoring colleagues, and contributing to a culture of continuous learning

You have excellent spoken and written Georgian and English skills

You are passionate about new technologies and ride hailing

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!

Apply now and join us to make cities for people, not cars.

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Why you’ll love it here:

Our Support teams are essential in improving our offering as they communicate with customers and collect feedback. They’re responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience.

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Play a direct role in shaping the future of mobility. Work in fast-moving autonomous teams with some of the smartest people in the world. Accelerate your professional growth with unique career opportunities. Take advantage of Bolt credits to ride our scooter and use our ride-hailing services for free.

Enjoy various team events to get to know your colleagues.

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.

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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!

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