Customer Support Lead

1 week ago


Riyadh, Ar Riyāḑ, Saudi Arabia BOLT Full time

We are looking for a motivated and experienced Customer Support Lead to join our team in Riyadh. The ideal candidate will have an understanding of customer support best practices, possess excellent communication and organizational skills, and have a passion for providing excellent customer support. The customer support Lead will be responsible for supporting and developing the customer support team, managing customer inquiries, and resolving customer issues in a timely manner.

Please note that this is a full-time permanent employment opportunity. The monthly salary for this role will depend on your skills, knowledge, and experience.

Please note that this position is procured by a third party representing a local partner. Bolt Group companies are not involved in the recruitment process.

With over 150 million customers in 45+ 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, national origin, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission

As the Customer Support Lead for our team in Riyadh, you'll have the environment and opportunities to help us improve our processes and make them even more efficient in addition to creating the best customer experience. Your focus will be to guarantee a positive and seamless customer experience for all Bolt users in Saudi Arabia.

Main tasks and responsibilities:

Supporting passengers and drivers on Bolt's ride-hailing platform in Arabic and English

Relying on Bolt's best practices as well as your common sense

Leading and supporting a team of customer support representatives

Providing customer support training to new and existing employees and monitoring customer support representative performance and providing feedback

Developing customer support policies, procedures, and customer support initiatives to improve customer satisfaction

About you:

You hold a Bachelor's degree in a related field or equivalent experience.

You have at least 3 years of experience in any customer-facing role, ideally in chat support.

You are fluent in Arabic and English both verbal and written.

You pay attention to details and have a positive and hard-working attitude.

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

Become part of our Customer Support team

Our Support teams are essential in improving our offering as they're at the forefront of communicating with customers and collecting feedback. Our Customer Support team is responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience.

Play a direct role in shaping the future of mobility.

Work in fast-moving autonomous teams with some of the smartest people in the world.

Accelerate your professional growth with unique career opportunities.

Take advantage of Bolt credits to ride our scooter and use our ride-hailing services for free.

Take care of your physical and mental health with our wellness perks.

Enjoy various team events to get to know your colleagues.

*Some perks may differ depending on your location and role.

Apply now and join us to make cities for people, not cars.

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Are you fluent in Arabic, both verbal and written? Yes No

Are you fluent in English, both verbal and written? Yes No

Are you eligible to work in Saudi Arabia? Yes No

Please answer this scenario - A driver contacted Bolt complaining that a passenger made a mess in their car. Prepare a response to the driver in English.

Please answer this scenario - Imagine a situation: you are working late and you come across a very serious issue from a customer who is a well-known public figure. None of your colleagues are working, no one to ask for help, but you need to do something to help the customer. How would you handle this situation?

Bolt is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. If you require assistance for any part of the application or hiring process, please let us know here: (optional)

By answering this question, you are giving Bolt explicit permission to collect and process your disability data for the purpose of accommodating your application process in accordance with our Privacy Notice .

By ticking this box, I confirm that I have read and understand the content of the Privacy Notice and acknowledge that my personal data will be processed as part of this application.

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