Customer Support Commercial Program Manager

2 weeks ago

Tallinn, Harjumaa, Estonia 5d7ae12c-dea7-4c56-a4c0-36b44a14120e Full time €60,000 - €120,000 per year

We're looking for a great CS Commercial Program Manager to join our CS Team.

About Us
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

About The Role
The CS Vendor Program Manager is responsible for co-ordinating the strategy for, selection of and management of all service providers / vendors for Customer Support. They own the governance framework, maintain strategy and contract documentation and ensure bills are accurate and served / paid in a timely manner. Ideally the role holder will have commercial / procurement / legal experience coupled with a good understanding of CS operations.

Main tasks and responsibilities:

  • Own the vendor sourcing and selection strategy, working with Legal and Procurement. (Daily vendor ops sit with CS Operations.)
  • Partner with Finance to build and track business cases for vendor setup, transitions, or service changes.
  • Design and run our vendor governance process, including QBRs, reporting standards, and commercial / financial reviews.
  • Ensure accurate invoicing and timely payments across all CS vendor accounts.
  • Write and maintain contract templates and statements of work, in collaboration with Procurement, Legal, CS Experience, and CS Operations.
  • Act as a CS subject matter expert on vendor-related projects and strategic initiatives.

About you:

  • You have at least 3 - 5 years of experience in vendor management, procurement, or working for a business process outsourcing company (ideally within a customer support environment).
  • You are confident working across contracts, commercials, and compliance - from RFPs to renewal terms, you understand how to protect Bolt's interests while building long-term partnerships
  • You have a solid grasp of Customer Support delivery models, including in-house vs outsourced setups, tiered support, SLAs, QA processes, and performance metrics.
  • You are a structured communicator and effective programme driver, skilled at aligning cross-functional teams and BPO partners.
  • You know your way around tools like Jira, Confluence, Sheets, Presentations, and reporting tools including Looker; and you understand the value of documentation, dashboards, and governance routines.
  • You thrive in autonomous environments, a self-starter who takes ownership, works independently, and brings a pragmatic, solutions-first mindset.

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

Why you'll love it here:

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

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