<gh-intro>
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The Customer Support team at Bolt is responsible for safeguarding trust, ensuring platform integrity, and delivering high-quality support across all markets. As we continue to strengthen our Safety & Control Center operations, we’re looking for a calm-under-pressure and mission-driven individual to join as a Safety & Control Center Specialist. In this role, you'll play a critical part in stabilizing live support during high-stakes situations — from managing high-risk queues such as fraud or authority cases, to stepping in when operational disruptions threaten SLA or user trust.
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</gh-about-us>
<gh-role-detail>
<title>About the role</title>
<text>
As a Safety & Control Center Specialist, you’ll play a frontline role in stabilizing live support operations, especially during critical or high-risk moments. You’ll be responsible for real-time monitoring of sensitive queues—including safety, authority cases, and internal escalations—and stepping in when action is required to protect user trust and maintain service levels.
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<gh-responsibilities>
<title>Your daily adventures will include:</title>
<bulletpoints>
- <point>Monitor sensitive support queues (e.g. Safety, Authority, Internal Escalations) in real time to ensure SLA adherence and operational continuity.</point>
- <point>Take direct action at the agent level to prevent backlog, SLA breaches, or loss of user trust during live shifts.</point>
- <point>Handle high-priority cases involving fraud, authority requests, or platform misuse with end-to-end ownership, using defined SOPs and escalation paths.</point>
- <point>Proactively flag shift risks, such as sudden volume spikes or unavailable agents, and support shift-level decisions in coordination with team leads.</point>
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<gh-requirements>
<title>About you:</title>
<bulletpoints>
- <point>You have experience in customer support, trust & safety, risk operations, or real-time control environments.</point>
- <point>You remain calm, focused, and solution-oriented under pressure, especially during live operational disruptions.</point>
- <point>You’re confident handling sensitive or complex cases such as fraud alerts, authority requests, and safety escalations.</point>
- <point>You understand when and how to escalate—balancing independent action with structured processes.</point>
- <point>You’re highly detail-oriented, with excellent documentation and reporting habits.</point>
- <point>You’re a proactive team player who supports your peers, shares insights, and contributes to shift stability.</point>
- <point>You’re tech-savvy, comfortable working across tools and dashboards in a fast-paced operations environment.</point>
- <point>You have strong communication skills and can interact professionally with internal teams and external stakeholders when needed.</point>
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Experience is great, but what we look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!
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<gh-perks>
<title>Why you’ll love it here:</title>
<bulletpoints>
- <point>Play a direct role in shaping the future of mobility.</point>
- <point>Impact millions of customers and partners in 500+ cities across 45 countries.</point>
- <point>Work in fast-moving autonomous teams with some of the smartest people in the world.</point>
- <point>Accelerate your professional growth with unique career opportunities.</point>
- <point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
- <point>Enjoy the flexibility of working in a hybrid mode.</point>
- <point>Take care of your physical and mental health with our wellness perks.</point>
- <point>Be part of an international and diverse team, in which we ensure a cooperative work environment.</point>
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<text>*Some perks may differ depending on your location.</text>
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