Senior Customer Support Operations Manager

2 days ago

Tallinn, Harjumaa, Estonia Bolt Technology Full time €60,000 - €120,000 per year

We're looking for a great Senior Customer Support Operations Manager to join us in Tallinn.


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

We're seeking a dynamic and structured Senior Manager for CS Operations to oversee large-scale support operations across multiple markets and BPO partners.

This role isn't just about managing, it's about orchestrating, optimizing, and owning the full performance of a region across speed, cost, quality, and customer experience.

Main tasks and responsibilities:

  • Own performance at scale: Lead Regional Ops across multiple markets and BPOs,  owning KPIs (Speed, Quality, Cost) end-to-end.
  • Lead leaders: Directly manage a group of experienced Ops Managers, each responsible for specific markets and teams.
  • Drive operational maturity: Build and execute scalable support models, improve queue health, backlog efficiency, and partner governance.
  • Be the connective tissue: Collaborate closely with Product/Experience teams to deliver sustainable excellence.
  • Make data your superpower: Use dashboards, QA insights, WFM signals, and escalation logs to identify problems before they become fires.
  • Champion partner performance: Lead and challenge BPOs to hit high standards, not just on KPIs, but on decision quality, accountability, and agent readiness.

About you:

  • You 7+ years in Customer Support Operations, with at least 3 years managing Managers or Senior Team leaders.
  • You have a proven experience owning KPIs across multiple regions or markets.
  • You have a strong leadership presence, able to align people behind a vision and keep execution sharp.
  • You have a deep experience in BPO governance, workforce planning, or CX tooling is a plus.
  • You are able to switch between strategic thinking and tactical execution when needed.
  • You are confident working cross-functionally in fast-paced, high-growth environments.

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.

#LI-Hybrid

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