Senior FP&A Business Partner – Customer Support

About the role

We are seeking a Senior FP&A Business Partner to join Bolt’s Customer Support function. In this role you will combine financial expertise with operational insight to drive performance, transparency and cost‑effective scaling of our support operations worldwide.

Key responsibilities

• Partner with Customer Support leadership to lead budgeting, forecasting and financial performance management.
• Own the forecast for headcount, outsourcing, vendor spend and operational costs, incorporating volume, productivity and service‑level assumptions.
• Analyse actual performance versus budget, forecast and prior year, delivering clear commentary and improving forecast accuracy.
• Build and maintain financial models that link contact volumes, productivity metrics and service‑level targets to capacity and cost requirements.
• Collaborate with Controlling, FinTech, Business Intelligence and Procurement teams to enhance reporting, dashboards and contract negotiations.
• Identify efficiency opportunities, optimise costs and support operational initiatives while preserving high‑quality customer experience.

Required profile

• Several years of experience in financial planning & analysis, preferably within a customer‑facing or operations environment.
• Strong analytical mindset with the ability to translate operational data into financial insights.
• Proven track record of influencing senior stakeholders and driving data‑based decisions.
• Excellent communication skills and ability to work cross‑functionally.

Required skills