Customer Support Operations Agent

<gh-intro>

<text>We are looking for an exceptional Customer Support Operations Agent to join our fast-growing Support team working across our ride-hailing businesses. The position is based in our office in Kuala Lumpur, Malaysia.</text>
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<gh-about-us>
<title>About us</title>

<text>

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

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</gh-about-us>

<gh-role-detail>

<title>About the role</title>

<text>

As a Customer Support Operations Agent, you operate in a dynamic, fast-paced environment where daily execution, attention to detail, and ownership over customer satisfaction are critical. The role also supports proactive issue flagging, tagging accuracy, and feedback to help drive structural improvements.

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<gh-responsibilities>

<title>Main tasks and responsibilities:</title>

<bulletpoints>

• <point>Handling customer inquiries via chat, email, or voice channels.</point>
• <point>Following internal workflow, macros, SOPs, and proactively flagging broken processes, unclear policies, or tooling issues.</point>
• <point>Maintaining updated knowledge across all verticals by attending regular refresher sessions and training.</point>
• <point>Taking accountability for your productivity, accuracy, and customer impact.</point>
• <point>Providing in-person support to customers at Walk-In Centres/Driver Engagement Hubs, including managing physical queues, verifying documents, and resolving cases directly with customers or partners.</point>
• <point>Working closely with Team Leads and peer agents to ensure shift health and queue balance.</point>

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</gh-responsibilities>

<gh-requirements>

<title>About you:</title>

<bulletpoints>

• <point>You have excellent English skills, both written and spoken.</point>
• <point>You have at least 1 year of work experience in any customer-facing role.</point>
• <point>You have a positive and hard-working attitude.</point>
• <point>You pay attention to details.</point>

</bulletpoints>
<text>

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!
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<gh-perks>

<title>Why you’ll love it here:</title>

<bulletpoints>

• <point>Play a direct role in shaping the future of mobility.</point>
• <point>Impact millions of customers and partners in 600+ cities across 50+ countries.</point>
• <point>Work in fast-moving autonomous teams with some of the smartest people in the world.</point>
• <point>Accelerate your professional growth with unique career opportunities.</point>
• <point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
• <point>Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.</point>
• <point>Take care of your physical and mental health with our wellness perks.</point>

</bulletpoints>
<text>*Some perks may differ depending on your location and role.</text>
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