Back to all jobs
B
CS Operations Team Lead
Bolt Technology
Nicosia1mo ago
- Seniority
- Lead
About the role
<p><gh-intro><br><text></p>
<p>We are looking for a shift-based CS Operations Team Lead to join the Customer Support department based in Nicosia, Cyprus. Please note that this is a full-time, permanent employment opportunity. </p>
<p></text><br></gh-intro></p>
<p> </p>
<p><gh-about-us><br><title><strong>About us</strong></title></p>
<p><text></p>
<p>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.</p>
<p> </p>
<p>We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.</p>
<p> </p>
<p>Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!</p>
<p></text></p>
<p></gh-about-us><br><br><gh-role-detail></p>
<p><title><strong>About the role</strong></title></p>
<p><text></p>
<p> In this role, you will be responsible for the performance, engagement, and real-time execution of an in-house support team, while maintaining visibility over outsourced partner operations.</p>
<p>You will act as the first layer of operational stability during live shifts, ensuring KPI delivery through active coaching, queue oversight, and strong cross-functional collaboration.</p>
<p></text><br></gh-role-detail><br><br></p>
<p><gh-responsibilities></p>
<p><title><strong>Main tasks and responsibilities:</strong></title></p>
<p><bulletpoints></p>
<ul>
<li><point>Lead, develop, and engage a team of Customer Support agents and specialists, driving a high-performance culture through coaching, regular feedback, and performance management.</point></li>
<li><point>Own real-time operations, ensuring queue health, effective staffing, and smooth execution across in-house and BPO teams.</point></li>
<li><point>Drive team performance against key KPIs (speed, quality, resolution, customer satisfaction), using data to identify gaps and implement improvements.</point></li>
<li><point>Own customer support quality, including QA oversight, calibration alignment, and continuous improvement of the customer experience.</point></li>
<li><point>Support hiring, onboarding, and training, while maintaining up-to-date knowledge base content and ensuring team readiness.</point></li>
<li><point>Collaborate with stakeholders and use data-driven insights to improve processes, influence decisions, and drive operational and strategic improvements.</point></li>
</ul>
<p></bulletpoints><br></gh-responsibilities></p>
<p> </p>
<p><gh-requirements></p>
<p><title><strong>About you:</strong></title></p>
<p><bulletpoints></p>
<ul>
<li><point>You have experience in leading Customer Support teams in a fast-paced, operational environment.</point></li>
<li><point>You are comfortable working in a shift-based setup and managing real-time operations.</point></li>
<li><point>You have strong coaching and feedback skills, with experience in performance management.</point></li>
<li><point>You have a data-driven mindset, with the ability to translate metrics into actions.</point></li>
<li><point>You are a confident stakeholder manager, able to communicate clearly and influence decisions.</point></li>
<li><point>You are highly organised, proactive, and focused on delivering a strong customer experience.</point></li>
</ul>
<p></bulletpoints><br><text></p>
<p>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!<br></text><br></gh-requirements></p>
<p><gh-perks></p>
<p><title><strong>Why you’ll love it here:</strong></title></p>
<p><bulletpoints></p>
<ul>
<li><point>Accelerate your professional growth with unique career opportunities.</point></li>
<li><point>Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.</point></li>
<li><point>Take care of your physical and mental health with our wellness perks.</point></li>
<li><point>Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.</point></li>
<li><point>Connect with colleagues at annual company events and smaller team gatherings.</point></li>
</ul>
<p> </p>
<p></bulletpoints><br><text>*<em>Some perks may differ depending on your location and role.</em></text><br></gh-perks></p>
<p><br><br></p><div class="content-conclusion"><p>#LI-Hybrid</p></div>
Perks & benefits
- Equity Compensation
731,000+ hidden jobs like this
Bolt Technology and thousands of companies post here first — often days before LinkedIn or Indeed. Your first 5 applications are free; go Pro to apply without limits.
Everything Pro unlocks:
- Unlimited applications — free stops at 5
- Track every application in one place
- Apply straight to the source, one click
- Save & organize roles you love
- Roles pulled from company boards before the big sites
