CS Operations Specialist at Bolt February 2026
Location: Dar es Salaam, Tanzania
Company: Bolt
Application Deadline: 26 February 2026
Job Type: Full-Time
About the Company
Bolt is one of the fastest-growing mobility technology companies operating across Europe and Africa, serving over 200 million customers in more than 50 countries. The company’s mission is to make cities for people, not cars, by transforming urban mobility through ride-hailing and food delivery services.
Bolt fosters an inclusive work environment where diversity is valued and all individuals are treated with fairness and respect.
Role Overview
The CS Operations Specialist manages complex, high-risk, and sensitive customer cases requiring detailed investigation, sound judgment, and strong ownership. The role also serves as a quality anchor, supporting quality assurance audits, feedback processes, calibration sessions, and training across both in-house and outsourced support teams.
This position supports critical customer interactions across all business lines, including safety cases, escalations, social media issues, and authority-related matters, ensuring accurate and responsible resolution.
Key Responsibilities
Tier 1 Support
Provide support to Tier 1 queues when required to maintain operational continuity.
Escalations and Complex Case Management
Handle Tier 2 and high-sensitivity cases including safety incidents, chargeback disputes, executive escalations, legal or authority-related matters, and social media escalations.
Collaborate with Legal, Safety, Finance, and Policy teams.
Ensure accurate documentation, quality responses, and adherence to service level agreements.
Provide in-person support at the Driver Engagement Centre when necessary.
Quality Assurance
Conduct QA audits on high-priority and Tier 1 cases.
Provide structured and actionable feedback to internal and outsourced teams.
Escalate recurring issues for SOP updates or targeted training.
Support calibration exercises to ensure scoring consistency.
Process Improvement
Identify gaps in escalation workflows.
Recommend and implement operational improvements.
Collaborate with QA, Training, and Operations teams.
Contribute to knowledge base updates and escalation playbooks.
Collaboration and Operational Coverage
Participate in weekly specialist and quality sync meetings.
Provide ad hoc guidance on complex cases.
Cover Tier 1 and Tier 2 responsibilities during peak periods or staff leave.
Candidate Profile
Fluent in Swahili at near-native level (C2) and proficient in written and spoken English.
Strong experience in customer support or complex case handling environments.
High emotional intelligence and resilience under pressure.
Excellent written and verbal communication skills.
Strong analytical and investigative skills.
Ability to make sound decisions in time-sensitive situations.
High attention to detail and documentation accuracy.
Comfortable working rotational shifts within a 24/7 operational environment.
Why Join Bolt
Contribute directly to shaping the future of mobility.
Impact millions of customers and partners across 600+ cities globally.
Work within fast-moving, autonomous teams.
Access career growth opportunities within a global technology company.
Receive a competitive salary and stock option package.
Enjoy hybrid work flexibility with at least two in-office days per week.
Benefit from wellness and health support programs.
How to Apply
To submit your application, please follow the official application link provided by the company. Only shortlisted candidates will be contacted.
