Job Title: CS Operations Specialist

Company: Bolt
Location: Accra, Ghana
Employment Type: Full-Time
Application Deadline: 18 February 2026

Company Profile

Bolt is a global mobility platform committed to building cities for people, not cars. We provide reliable, safe, and accessible transportation and delivery services while continuously improving customer and partner experiences. Our work environment is fast-paced, collaborative, and supportive, empowering professionals to solve complex problems and make meaningful impact at scale.

Role Overview

The CS Operations Specialist actively supports Bolt’s customer service operations by handling complex cases, managing escalations, and driving service quality improvements. This role plays a critical part in ensuring customer trust, operational efficiency, and consistent service excellence across Bolt’s support ecosystem.

Main Tasks & Responsibilities

Tier 1 Case Handling (As Needed)

• Support Tier 1 customer service queues during high volume or operational surge periods

• Ensure timely, accurate, and empathetic resolution of standard customer inquiries

Escalations & Complex Case Management

• Manage Tier 2 and high-sensitivity cases, including customer and agent escalations

• Handle safety-related incidents, legal and authority requests, chargeback disputes, and executive or social media escalations

• Perform offline and back-office case work and provide in-person support at the Driver Engagement Centre when required

• Collaborate closely with Legal, Safety, Finance, and Policy teams

• Maintain accurate documentation, deliver high-quality responses, and meet SLA requirements

Quality Assurance

• Conduct QA audits on Tier 1, high-priority, and sensitive queues

• Provide clear, actionable feedback to in-house and outsourced support teams

• Escalate recurring issues for training interventions or SOP updates

• Support calibration exercises to ensure scoring accuracy and consistency

Process Improvement

• Identify gaps in escalation workflows and recommend effective solutions

• Partner with QA, Training, and Operations teams to implement improvements

• Track feedback, follow up on corrective actions, and contribute to the knowledge base and escalation playbooks

Collaboration & Coverage

• Participate in weekly specialist and quality sync meetings

• Provide guidance on complex cases to support teams

• Cover Tier 1 and Tier 2 roles during leave periods or demand spikes

Educational Requirements & Experience

• Bachelor’s degree or equivalent professional experience

• Experience in customer support, operations, quality assurance, or escalation management

• Strong problem-solving, communication, and stakeholder management skills

• Ability to manage sensitive issues with professionalism and discretion

• Comfortable working in a fast-paced, operational environment

What We Offer

• A welcoming and inclusive work culture

• Exposure to global operations and cross-functional collaboration

• Opportunities to influence customer experience and operational excellence

• Professional growth within a high-impact technology-driven organization

How to Apply

Interested candidates should submit their application  by 18 February 2026.