CS Operations Specialist – Safety

About the role

The CS Operations Specialist – Safety will act as the benchmark for quality and high‑stakes case handling across Bolt’s Africa operations. You will independently investigate severe safety incidents, manage sensitive social‑media escalations, and support complex business and government accounts, all while embodying empathy and sound judgment.

Key responsibilities

• Investigate severe safety incidents (e.g., assault, harassment, fatalities) using standard operating procedures, gathering trip data and communicating with empathy.
• Manage safety‑flagged social‑media escalations, authority contacts, and Tier 1‑2 Bolt for Business and B2G cases end‑to‑end.
• Provide on‑site assistance at the Driver Engagement Centre, handling aggressive drivers or traumatized riders professionally.
• Document every case accurately and factually, participating in peer calibration and SOP improvements.

Required profile

• Strong judgment and composure under pressure.
• Excellent empathy and communication skills for dealing with victims and stakeholders.
• Experience handling high‑stakes safety or customer‑support cases.
• Ability to work across safety, social‑media, and corporate account channels.

Required skills

What we offer

• Supportive team culture with regular well‑being checks.
• Opportunities to own decisions early in a lean, high‑impact environment.
• Access to peer resources and continuous learning.