Customer Support Team Lead

About the role

As a Customer Support Team Lead at Bolt you will own the performance, engagement and real‑time execution of an in‑house support team while also overseeing outsourced partner queues. You will ensure KPI delivery through coaching, queue oversight and daily team rituals, acting as the first layer of support in live operations.

Key responsibilities

• Lead and develop a team of in‑house agents, conducting 1:1s, feedback sessions and performance reviews.
• Monitor real‑time performance across in‑house and BPO queues, adjusting resources with WFM as needed.
• Oversee shift operations, ensuring clear handovers and continuous coverage.
• Drive adherence to KPIs such as speed, resolution and quality, and address performance gaps proactively.
• Escalate operational risks or blockers to senior leadership promptly.
• Ensure agent compliance with internal policies, quality standards and SOPs, maintaining a high customer experience.

Required profile

• Fluent in written and spoken English.
• Thrives in a fast‑paced environment.
• People‑oriented with excellent communication skills.
• Data‑driven decision maker.
• Strong project and stakeholder management focus.
• Excellent coaching abilities to drive results.

What we offer

• Accelerated professional growth with unique career opportunities.
• Competitive salary and stock options.
• Wellness perks supporting physical and mental health.
• One‑month paid sabbatical after five years of service.
• Annual company events and regular team gatherings.
• Hybrid work model with at least 12 in‑office days per month.