CS Operations Specialist – Safety at Bolt

The role: You will work as a Customer Support Specialist focused on safety for Bolt’s Africa operations, serving as the quality benchmark for handling high‑stakes cases. The employer is Bolt, a global mobility platform operating in more than 50 countries and backed by over €1bn of funding. What you will do: Investigate severe safety incidents such as assault, harassment, or fatalities, using standard operating procedures and gathering all trip data. Manage safety‑flagged social‑media escalations, liaise with authorities, and handle complex Bolt for Business and B2G support cases from start to finish. Provide in‑person, empathetic assistance at the Driver Engagement Centre when dealing with aggressive drivers or traumatized riders. Document every case accurately, participate in peer calibration, and help improve SOPs. Collaborate with Marketing, Legal, PR, Sales, and Local Operations to resolve escalations, meet SLAs, and protect user PII. Take part in daily scenario sprints, peer learning, and regular training to continuously raise team standards. What you need: One to two or more years of experience in customer support, trust and safety, content moderation, or managing sensitive high‑risk cases; experience with authority liaison is a plus. You must have C1 level English and exceptional written communication skills. You need a strong analytical mindset, high emotional intelligence, and the composure to handle distressing situations without internalizing stress. Ability to adapt your tone across public social‑media, B2B, and B2G interactions. Comfortable working 24/7 shifts, navigating diverse African cultural dynamics, and using tools such as Zendesk or Salesforce. How to apply: Use the Apply link on this page.

Source: JobWeb Ghana