Senior Product Manager, Customer Support Ecosystem

We’re looking for a skilled Senior Product Manager to lead the evolution of Bolt’s Support Ecosystem

Location: Tallinn, EstoniaView all roles
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About the role

We are looking for a Senior Product Manager to lead the evolution of Bolt’s Support Ecosystem . This role is at the intersection of operations, product, and technology, with a mission to make our support workforce more effective, agents more productive and vertical operations better equipped to serve customers.

You will drive the vision, strategy and roadmap, balancing global scalability with local operational needs and ensuring AI is embedded where it delivers measurable impact. Your success directly impacts cost, service quality and customer experience across Bolt’s businesses (rides, delivery, rentals and beyond).

You will partner with our Customer Support operations and influence other teams in CS Product group, maintain a fine balance between building a system that is tailored to the specific Customer Support needs, while serving our diverse customer base!

Your exceptional ability to forge strong partnerships with operations teams, your skill in analyzing and empathizing with operational workflows, your laser-sharp focus on users, your track record of building world-class user experiences, and your ability to align with cross-domain and cross-functional stakeholders will be key to your success in this position.

What you can expect
Main tasks and responsibilities:
Own the ecosystem vision & roadmap: Define and deliver a cohesive strategy for customer support tooling - from workforce forecasting, capacity planning to workforce management, agent productivity, AI-assistance and vertical-specific operational enablement.
Deliver measurable business impact: Set and track P&L targets, efficiency KPIs, and operational adoption metrics, ensuring investment in support tooling- translates into cost optimization and customer satisfaction.
Leverage AI to augment human work: Design and scale AI-driven support experiences (AI chatbot handoffs, agent assist, summarization, automated workflows, intelligent routing and resolution prompts) that free up agents to focus on high-value interactions.
Partner with Operations & Product: Work closely with CS Operations, product peers in the group and cross-vertical product teams to deeply understand workflows, pain points, and business priorities.
Drive cross-functional alignment: Influence stakeholders across tech, product, and operations to prioritize support tooling and AI as key levers.
What we expect
About you:
You have a strong track record of building and scaling internal platforms or ecosystems that support large operational teams or customer-facing organizations.
Capable of identifying where automation and AI can truly enhance human workflows.
You possess exceptional stakeholder management skills and can influence across product, operations, and engineering domains.
You are data-driven and business-minded, with experience setting and measuring impact metrics tied to efficiency, quality, or cost.
You have a deep empathy for end users - whether they are agents, managers, or customers - and know how to translate that empathy into actionable product design and strategy.
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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Our Product and Design teams are the ultimate problem solvers. We take on complicated everyday issues and strive to find the best solutions. As a result, our work presents enormous opportunities to research, apply new insights, and grow.
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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

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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