CS Operations Agent at Bolt Tanzania

We are looking for an exceptional Customer Support Operations Agent to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in our office in Dar es Salaam, Tanzania.

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.

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!

About The Role

The Customer Support Operations Agent is the first point of contact for customers across all Bolt products. This role is responsible for handling and resolving customer queries with speed, empathy, and accuracy, while owning each ticket end-to-end until resolution, and providing a great customer experience every single time.

The agent operates within a dynamic, fast-paced environment where daily execution, attention to detail, and ownership over customer satisfaction are critical. The role also supports proactive issue flagging, tagging accuracy, and feedback to help drive structural improvements.

Main tasks and responsibilities:

• Customer Interaction & Resolution: Handle customer inquiries via chat, email, and/or voice. Resolve issues related to orders, rides, rentals, deliveries, accounts, payments, and cancellations. Deliver high-quality support in line with SLAs (speed, accuracy, FCR, CSAT) and ensure outcomes that reflect a positive customer experience.
• Process Adherence & Quality: Follow workflows, macros, and SOPs for consistent resolution. Tag tickets accurately, escalate when necessary, and flag broken processes, unclear policies, or tooling issues.
• Product Knowledge: Stay up-to-date across relevant verticals (Food, Ride, Rentals, Business, etc.). Attend refresher sessions, complete mandatory training, and contribute to a “super agent” model through cross-vertical upskilling.
• Performance & Reporting: Meet or exceed KPIs (FRT, AHT, CSAT, login hours, FCR, Quality, etc.). Engage in coaching, feedback, and performance reviews to refine service standards. Maintain high productivity and accuracy to leave a positive impact on every interaction.
• Team Collaboration: Collaborate with Team Leads and peers to ensure shift health and queue balance. Share learnings and blockers in huddles or retros, and support coverage during surges, outages, or critical events.

About you:

• You are fluent in Swahili [near native C2] and written and spoken English.
• You have experience in customer support or similar fast-paced, user-facing roles.
• You communicate clearly and effectively, with a strong customer-centric mindset.
• You pay attention to detail and are committed to process adherence and quality outcomes.
• You are adaptable, eager to learn, and comfortable supporting across multiple verticals.
• You are self-motivated and accountable for your performance metrics and productivity.
• You enjoy being part of a team and contribute to a positive, solution-oriented shift culture, including night shifts. You are comfortable working rotating, shift-based schedules in a 24/7 operation.

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!

Why you’ll love it here:

• Play a direct role in shaping the future of mobility.
• Impact millions of customers and partners in 600+ cities across 50+ countries.
• Work in fast-moving autonomous teams with some of the smartest people in the world.
• Accelerate your professional growth with unique career opportunities.
• Get a rewarding salary and stock option package that lets you focus on doing your best work.
• Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.
• Take care of your physical and mental health with our wellness perks.
• Some perks may differ depending on your location and role