Customer Support Team Lead

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We are looking for a Customer Support Operations Team Lead to join our CS Team in South Africa.

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<title>About us</title>

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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!

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<title>About the role</title>

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As a Customer Support Team Lead, you’ll be responsible for the performance, engagement, and real-time execution of an in-house support team, while also keeping an eye on outsourced partner queues. This role ensures KPI delivery through active coaching, queue oversight, and daily team rituals — acting as the first layer of support and stability in live operations.

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<title>Main tasks and responsibilities:</title>

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• 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>

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<title>About you:</title>

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• <point>You are Fluent in written and spoken English and Thai</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>

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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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<title>Why you’ll love it here:</title>

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• <point>Accelerate your professional growth with unique career opportunities.</point>
• <point>Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.</point>
• <point>Take care of your physical and mental health with our wellness perks.</point>
• <point>Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.</point>
• <point>Connect with colleagues at annual company events and smaller team gatherings.</point>
• <point>Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.</point>

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<text>*Some perks may differ depending on your location and role.</text>
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#LI-Hybrid