<gh-intro>
<text>
We are looking for a Customer Support Operations Team Lead to own all the verticals of the Polish market and lead a team of customer support specialists locally. This is a full-time, permanent position with a shift-based schedule.
</text>
</gh-intro>
<gh-about-us>
<title>About us</title>
<text>
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!
</text>
</gh-about-us>
<gh-responsibilities>
<title>Main tasks and responsibilities:</title>
<bulletpoints>
- <point>Lead and support a team of in-house agents, taking full ownership of their performance, development, and engagement. Conduct regular 1:1s, feedback sessions, and performance reviews. Embed QA feedback into coaching routines and lead calibration sessions with QA teams</point>
- <point>Monitor real-time performance across in-house and BPO queues to ensure queue health. Track live volumes and agent availability, adjusting resources in collaboration with WFM during shifts. Oversee shift operations, ensuring clear handovers and full shift continuity</point>
- <point>Drive team adherence to KPIs — speed, resolution, quality. Proactively identify and address performance gaps in individual or team output. Escalate operational risks or blockers promptly to the Senior TL or Ops Manager</point>
- <point>Ensure agent compliance with internal policies, quality standards, and SOPs. Maintain a consistently high customer experience through structured daily coaching and operational discipline</point>
</bulletpoints>
</gh-responsibilities>
<gh-requirements>
<title>About you:</title>
<bulletpoints>
- <point>You are Fluent in written and spoken English and Polish</point>
- <point>You have experience of thriving in a fast-paced environment</point>
- <point>You are a passionate, people-oriented person who is an excellent communicator</point>
- <point>You are great at making data-driven and metric-driven decisions</point>
- <point>You have significant focus on project and stakeholder management</point>
- <point>You have excellent coaching skills to get people to deliver great results</point>
</bulletpoints>
<text>
Experience is great, but we also look for 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!
</text>
</gh-requirements>
<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 600+ cities across 50+ 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 with a minimum of 3 days in the office each week to foster strong connections and teamwork.</point>
- <point>Take care of your physical and mental health with our wellness perks.</point>
</bulletpoints>
<text>*Some perks may differ depending on your location and role.</text>
</gh-perks>
#LI-Hybrid
