Customer Support Operations Agent - Dutch Speaker

About the role

As a Customer Support Operations Agent you will be the frontline of Bolt’s support experience, handling queries across Bolt’s portfolio of services such as Ride, Food, Rentals and Business. Based in Tallinn, you will work in a fast‑paced environment where speed, accuracy and empathy are essential to delivering a high‑quality experience for our users.

Key responsibilities

• Respond to customer inquiries via chat, email or voice, covering rides, orders, rentals, accounts, payments and cancellations.
• Meet service level agreements for response time, accuracy and customer satisfaction.
• Follow internal workflows, SOPs and macros, apply correct ticket tagging and flag process or tooling gaps.
• Maintain up‑to‑date product knowledge across all Bolt verticals and complete regular trainings.
• Collaborate with team leads and peers, share insights and support operations during high‑demand periods.

Required profile

• Fluent in Dutch and English (minimum C1 level).
• Previous experience in customer support or handling complex cases is a plus.
• Excellent written and verbal communication skills.
• Strong analytical and investigative abilities.
• Ability to make decisions under pressure with close attention to detail and documentation standards.

Required skills