Head of Customer Experience, Rides

About the role

Bolt is a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries. Rides is its largest business, and as Head of CX, Rides you will own the end-to-end customer experience for riders and drivers across all markets, working with Product, Operations and CX to remove friction at its source. Your goal is to make Rides the easiest mobility product in the world to use, with fewer contacts per order, better satisfaction and first contact resolution, and a lower cost to serve.

Key responsibilities

• Own customer outcomes across Rides: improve rider and driver satisfaction, first contact resolution, repeat contact rates and contacts per order, and keep measurement definitions and time periods clear.
• Eliminate the root causes of contact by identifying and quantifying the biggest sources of friction, agreeing named owners and delivery dates for fixes and tracking their impact.
• Own Rides support policies for refunds, compensation, cancellations, fees and rider-driver disputes, making them executable through automated systems and validating changes through A/B testing.
• Improve automated resolution and access to human support, partnering with CX Performance on which contacts are ready for automation and ensuring customers needing human help reach capable experts quickly.
• Lead and develop the Rides CX team, setting clear outcomes for regional CX managers, policy programme managers and escalation specialists and maintaining a flat structure.
• Embed customer experience in business decisions, lead weekly customer health reviews and monthly policy and root-cause reviews, and represent riders and drivers in product decisions.

Required profile

• Experience leading customer experience, operations or policy at scale in a marketplace or two-sided business, owning metrics such as customer satisfaction, contact rate or cost to serve.
• Experience in mobility, delivery, fintech or e-commerce is a plus.
• Able to build credibility with business leaders and engineers, communicate directly and challenge decisions with evidence, and build strong teams with few management layers.

Required skills

• Comfortable working with contact intents, average handling time, reopen rates and unit costs.
• Natural use of AI and automation, able to tell the difference between closing a ticket and solving a customer's problem.
• Ability to design policies that balance rider needs, driver needs and Bolt's economics.

What we offer

• Salary and stock options.
• Wellness perks and a 1-month paid sabbatical after 5 years.
• Hybrid model with at least 12 monthly in-office days.