Customer Support

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

The Customer Support Process Program Manager is responsible for designing, automating, maintaining, and continuously improving the internal support processes that enable fast, scalable, and high-quality customer service for Bolt for Business. The role translates business and policy requirements into clear operational workflows and identifies opportunities to simplify or eliminate manual work through AI and automation. It combines strategic process ownership with hands-on solution building, using workflow automation, AI tools, system integrations, and data to improve customer experience, agent efficiency, quality, and operational scalability. Working closely with Operations, Product, Engineering, Data, Policy, Quality, and Enablement, the role takes solutions from problem identification and initial prototype through testing, rollout, adoption, performance monitoring, and continuous improvement.

The Customer Support Process Program Manager is responsible for designing, automating, maintaining, and continuously improving the internal support processes that enable fast, scalable, and high-quality customer service for Bolt for Business. The role translates business and policy requirements into clear operational workflows and identifies opportunities to simplify or eliminate manual work through AI and automation. It combines strategic process ownership with hands-on solution building, using workflow automation, AI tools, system integrations, and data to improve customer experience, agent efficiency, quality, and operational scalability. Working closely with Operations, Product, Engineering, Data, Policy, Quality, and Enablement, the role takes solutions from problem identification and initial prototype through testing, rollout, adoption, performance monitoring, and continuous improvement.

Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries.

DEC Specialists provide in-person support to current and prospective drivers at our Walk-In and Driver Engagement Centers. They manage driver queues, verify documentation, and resolve inquiries and live cases directly on-site. Their work plays an essential role in ensuring smooth daily operations while supporting driver growth, satisfaction, and compliance.

The Workforce Planning Program Manager is responsible for building and maintaining accurate capacity plans across all support regions, verticals, and languages. This role plays a critical part in ensuring our Customer Support operation is efficient, well-staffed, and prepared to meet service levels, while balancing cost and quality. You’ll own long- and short-term forecast models, develop scheduling frameworks, and work closely with WFM Analysts, BPO partners, and CS leadership to turn data into action.