Customer Support Operations Agent – Norwegian speaker

About the role

The Customer Support Operations Agent is the frontline of Bolt’s support experience, handling inquiries for all Bolt products such as Ride, Food, Rentals and Business. Based in Tallinn, the role requires fast, accurate, and empathetic resolution of customer issues while contributing to continuous product and process improvements.

Key responsibilities

• Respond to customer inquiries via chat, email or voice, covering rides, orders, rentals, accounts, payments and cancellations.
• Ensure all resolutions follow Bolt policies and meet service‑level agreements for speed, accuracy and satisfaction.
• Follow internal SOPs, use macros, apply correct ticket tagging and flag any workflow or tooling gaps.
• Maintain up‑to‑date knowledge of all Bolt verticals, complete trainings and help up‑skill the team.
• Achieve KPIs such as First Response Time, Average Handling Time, CSAT and resolution time; participate in audits and coaching.
• Collaborate with team leads and peers, share insights and provide support during high‑demand periods.

Required profile

• Fluent in Norwegian (minimum B2) and English (minimum C1), both written and spoken.
• Experience in customer support or complex case handling is a plus.
• High emotional intelligence, resilience and strong analytical abilities.
• Ability to make decisions under pressure with meticulous attention to detail and documentation.

Required skills