Customer Support Operations Specialist

We are looking for an exceptional Customer Support Operations Specialist, to join our fast-growing Support team

The CS Operations Specialist is an expert responsible for handling sensitive and complex cases that require deeper investigation, judgment, and cross-functional collaboration. This role also acts as a quality anchor — supporting in QA audits, feedback loops, and calibration with both in-house and outsourced teams.

Main Responsibilities:

• Resolve high-sensitivity cases, including escalations and requests from local authorities, by collaborating with internal stakeholders and ensuring all resolutions meet quality standards and SLAs.


• Identify and fix gaps in escalation workflows, collaborate with internal teams to improve agent performance, maintain logs of feedback and follow-up actions, and contribute to improving internal knowledge resources


• Boosting brand loyalty by showing our users what excellent customer support looks like


• Perform quality assurance audits on high-priority queues, provide actionable feedback, track recurring issues, and support calibration to maintain consistent scoring.


• Being a key player in building a support team in a challenging growth environment.

Requirements:

• You have previous experience in a customer support role.


• You have a customer-first attitude with a passion for helping others


• You have a curiosity as to why customer support is contacted in the first place and be ready to tell the story to other teams within Bolt.


• You have excellent spoken and written English and Polish skills.


• You are passionate about new technologies.