<gh-intro>
<text>
We are looking for a highly motivated and experienced Customer Support Regional Lead to join our Food Delivery team.
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</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, 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!
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</gh-about-us>
<gh-role-detail>
<title>About the role</title>
<text>
As a Customer Support Regional Lead, you will manage the performance of team leads and markets assigned to you, while ensuring that customer support KPIs and targets are met. You will also manage stakeholders, including customers, internal teams, and external partners, to ensure a positive customer experience.
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<gh-responsibilities>
<title>Main tasks and responsibilities:</title>
<bulletpoints>
- <point>Manage a team of customer support leads and agents across multiple markets, setting and tracking performance metrics and KPIs.</point>
- <point>Maintain performance while controlling the cost of customer support, including operational expenses and refunds, and ensure team leads meet expectations.</point>
- <point>Collaborate with suppliers, operations, and support functions to ensure a positive customer experience and consistency in support across markets.</point>
- <point>Analyze customer feedback and data to identify areas for improvement, developing and implementing plans to address them.</point>
- <point>Provide regular reports on customer support performance to senior management, ensuring compliance with company policies, legal, and regulatory requirements.</point>
- <point>Foster a positive, collaborative team environment, ensuring team members are engaged and motivated.</point>
</bulletpoints>
</gh-responsibilities>
<gh-requirements>
<title>About you :</title>
<bulletpoints>
- <point>You have several years of experience in customer support, within in a leadership role</point>
- <point>You have proven track record of meeting and exceeding KPIs and targets</point>
- <point>You have strong analytical skills and the ability to interpret data to drive decision-making</point>
- <point>You have excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels. You are fluent in English, proficiency in other languages is a plus</point>
- <point>You have the ability to manage multiple priorities in a fast-paced environment. You also have leadership skills, with the ability to motivate and develop team members</point>
- <point>You have experience with customer support tools and software, such as Zendesk, Salesforce, and LiveChat</point>
</bulletpoints>
</gh-requirements>
</bulletpoints>
<text>
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!
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</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 2 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>
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Last updated on Aug 8, 2024