Customer Support Operations Specialist – Safety

About the role

As a Customer Support Operations Specialist – Safety you will be the benchmark for quality and high‑stakes case handling across Bolt’s operations in Africa. You will independently investigate severe safety incidents, manage sensitive social‑media escalations and support complex business and government accounts, using empathy and sound judgment under pressure.

Key responsibilities

• Investigate severe safety incidents (e.g., assault, harassment, fatalities) following standard operating procedures and document all trip data.
• Handle 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, dealing with aggressive drivers or traumatized riders professionally.
• Ensure accurate case documentation and participate in peer calibration and SOP improvement sessions.
• Collaborate with Marketing, Legal, PR, Sales and Local Operations to resolve complex escalations.

Required profile

• Entry‑level candidates with up to 12 months of relevant experience.
• Strong empathy, composure and decision‑making ability in high‑pressure situations.
• Excellent written and verbal communication skills in English.
• Ability to work independently and as part of a small, cross‑functional team.

Required skills