Your space-enabled career begins here

We are looking for a Customer Support Operations Team Lead to own all the verticals of the Czech and Slovak markets and lead a team of customer support specialists locally. This is a full-time, permanent position with a shift-based schedule.

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!

Main tasks and responsibilities:

• Leading and supporting a team of in-house agents, taking full ownership of their performance, development, and engagement. Conducting regular 1:1s, feedback sessions, and performance reviews. Embedding QA feedback into coaching routines and leading calibration sessions with QA teams.
• Monitoring real-time performance across in-house and BPO queues to ensure queue health. Tracking live volumes and agent availability, adjusting resources in collaboration with WFM during shifts. Overseeing shift operations, ensuring clear handovers and full shift continuity.
• Driving team adherence to KPIs — speed, resolution, quality. Proactively identifying and addressing performance gaps in individual or team output. Escalating operational risks or blockers promptly to the Senior TL or Ops Manager.
• Ensuring agent compliance with internal policies, quality standards, and SOPs. Maintaining a consistently high customer experience through structured daily coaching and operational discipline.
  
  
  

About you:

• You are fluent in written and spoken English and Czech or Slovak.
• You have experience in thriving in a fast-paced environment.
• You are a passionate, people-oriented person who is an excellent communicator.
• You are great at making data-driven and metric-driven decisions.
• You have a significant focus on project and stakeholder management.
• You have excellent coaching skills to get people to deliver great results.
  
  
  

Experience is great, but we also look for 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 3 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.