Customer Support Operations Agent (Norwegian)

About the role

The CS Operations Agent is the frontline of Bolt’s support experience, handling queries across Bolt Food, Ride, Rentals, Business and future services. Based in Tallinn, Estonia, the role requires fast execution, attention to detail and ownership of customer satisfaction.

Key responsibilities

• Handle customer inquiries via chat, email or voice, resolving issues related to rides, orders, rentals, accounts, payments and cancellations while meeting SLAs for speed, accuracy and satisfaction.
• Ensure all resolutions follow Bolt policies and processes, delivering outcomes that meet customer expectations.
• Follow internal workflows, SOPs and macros, apply accurate ticket tagging and proactively flag process or tooling gaps.
• Maintain up‑to‑date product knowledge across all verticals, complete trainings and contribute to cross‑functional upskilling.
• Meet or exceed KPIs such as First Response Time, Average Handling Time, CSAT and resolution time, participating in audits, coaching and performance reviews.
• Collaborate with team leads and peers to ensure smooth operations, share insights, and support high‑demand or critical situations.

Required profile

• Fluent in Norwegian (minimum B2) and English (minimum C1) in written and spoken communication.
• Experience in customer support or complex case handling with high emotional intelligence and resilience is a plus.
• Excellent written and verbal communication skills.
• Strong analytical and investigative ability.
• Ability to make decisions under pressure with close attention to detail and documentation standards.
• Comfortable working in a hybrid model, attending the office at least 12 days per month.

What we offer

• Accelerated professional growth with unique career opportunities.
• Competitive salary and stock options, aligning personal success with Bolt’s performance.
• Wellness perks supporting physical and mental health.
• One‑month paid sabbatical after five years of service.
• Hybrid work model combining flexibility with in‑person collaboration.