CS Operations Specialist Swahili/English Speaker

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.

From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding.

And we're just getting started.

Why join Bolt?

• Build the future of mobility and help transform how people live and move in cities.
• Tackle challenges at scale that span technology, operations, regulation, and growth.
• Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry.
• Join one of Europe's leading technology companies, backed by world-class investors including Sequoia.
  

About The Role

As an in-house CS Operations Specialist, you will serve as the benchmark for quality and high-stakes case handling across Bolt's Africa operations. In this multi-skilled role, you will independently investigate severe safety incidents, handle sensitive public social media escalations, and manage complex Bolt for Business and B2G support cases. Working across Safety, Social Media, and Corporate accounts, you will use sound judgment and empathy to make defensible decisions under pressure, set the standard for team calibration, and support peers. Bolt ensures you are backed by a supportive team culture, complete with regular well-being checks and peer resources to help you succeed in this high-impact seat.

Main Tasks And Responsibilities

• High-Stakes Case Resolution: Investigate severe safety incidents (e.g., assault, harassment, fatalities) using SOPs, gathering all trip data and communicating with deep empathy and composure.
• Multi-Channel Coverage: Manage safety-flagged social media escalations, authority contacts, and complex Tier 1–2 Bolt for Business and B2G cases end-to-end.
• On-Site & High-Friction Support: Provide empathetic, in-person assistance at the Driver Engagement Centre, managing aggressive drivers or traumatized riders professionally.
• Quality & Accuracy: Document every case accurately and factually within each session while participating in peer calibration and SOP improvements.
• Cross-Functional Collaboration: Partner with Marketing, Legal, PR, Sales, and Local Operations to resolve complex escalations, maintain SLAs, and protect user PII.
• Continuous Growth & Team Sprints: Participate in daily scenario sprints, peer learning, and regular training re-certifications to continuously elevate team standards.
  

About You

• Relevant Experience: 1–2+ years in customer support, trust and safety, content moderation, or managing sensitive, high-risk cases (authority liaison experience is a strong plus).
• Language Proficiency: Excellent verbal and written communication skills in English and Swahili (C1 level)
• Decisive Under Pressure: Strong analytical mindset to evaluate trip evidence and make defensible, sound decisions quickly with incomplete information.
• Emotional Intelligence & Resilience: High emotional intelligence and composure, able to absorb user distress and manage intense situations without internalising stress.
• Cross-Segment Communication: Skilled in adapting your tone across diverse channels—from empathetic public social media responses to professional B2B/B2G stakeholder interactions.
• Operational Readiness: Comfortable working in a 24/7 shift-based environment, navigating diverse African cultural dynamics, and adapting quickly to tools like Zendesk or Salesforce.
  

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 in-office days per month.
• Some perks may differ depending on your location and role.
  

At Bolt, using AI daily is a baseline expectation for everyone. If there’s a faster, smarter way to do your work, we expect you to find it. You’re still responsible for the output, so the standard stays high when using AI tools.

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!

Everyone is welcome

Bolt is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where all qualified applicants are considered for employment without regard to race, colour, nationality, religion, gender or gender identity, sexual orientation, age, or disability.

We welcome applications from all backgrounds and are happy to make reasonable accommodations throughout our hiring process. If you require any adjustments, please let us know.