New Job Opportunities at Bolt February 2026

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!

New Job Opportunities at Bolt February 2026

1. Customer Support Operations Agent

We are looking for an exceptional Customer Support Operations Agent to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in our office in Dar es Salaam, Tanzania.

About the role

The Customer Support Operations Agent is the first point of contact for customers across all Bolt products. This role is responsible for handling and resolving customer queries with speed, empathy, and accuracy, while owning each ticket end-to-end until resolution, and providing a great customer experience every single time.

The agent operates within 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.

Main tasks and responsibilities:

Customer Interaction & Resolution: Handle customer inquiries via chat, email, and/or voice. Resolve issues related to orders, rides, rentals, deliveries, accounts, payments, and cancellations. Deliver high-quality support in line with SLAs (speed, accuracy, FCR, CSAT) and ensure outcomes that reflect a positive customer experience.

Process Adherence & Quality: Follow workflows, macros, and SOPs for consistent resolution. Tag tickets accurately, escalate when necessary, and flag broken processes, unclear policies, or tooling issues.

Product Knowledge: Stay up-to-date across relevant verticals (Food, Ride, Rentals, Business, etc.). Attend refresher sessions, complete mandatory training, and contribute to a “super agent” model through cross-vertical upskilling.

Performance & Reporting: Meet or exceed KPIs (FRT, AHT, CSAT, login hours, FCR, Quality, etc.). Engage in coaching, feedback, and performance reviews to refine service standards. Maintain high productivity and accuracy to leave a positive impact on every interaction.

Team Collaboration: Collaborate with Team Leads and peers to ensure shift health and queue balance. Share learnings and blockers in huddles or retros, and support coverage during surges, outages, or critical events.

About you:

You are fluent in Swahili [near native C2] and written and spoken English.

You have experience in customer support or similar fast-paced, user-facing roles.

You communicate clearly and effectively, with a strong customer-centric mindset.

You pay attention to detail and are committed to process adherence and quality outcomes.

You are adaptable, eager to learn, and comfortable supporting across multiple verticals.

You are self-motivated and accountable for your performance metrics and productivity.

You enjoy being part of a team and contribute to a positive, solution-oriented shift culture, including night shifts. You are comfortable working rotating, shift-based schedules in a 24/7 operation.

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!

2. Senior Operations Manager

We’re looking for a strategic, analytical, and solutions-driven Senior Operations Manager to lead Driver Engagement, Marketplace Efficiency, Rider Growth, and Platform Safety in Tanzania. This role is central to the success of our local operations — from supply retention to rider lifecycle, platform safety, and expansion. You will own mission-critical KPIs and drive initiatives that scale our marketplace and ensure a safe, compliant, and high-performing ecosystem.

About the role
Your role will have a direct and tangible impact on local operations that you can see in real-time. If you’re ready to take full ownership of your work, disrupt the marketplace, and shape movement patterns in the urban landscape – here’s your chance! You will be leading the local operations team and working closely with other cross-functional/HQ stakeholders to support our mission to make cities more sustainable, accessible and affordable.

Main tasks and responsibilities:

Driver Engagement, Retention & Growth: Lead driver engagement strategies to build an active, high-quality supply base; optimize onboarding, activation, and reactivation to achieve >90% MoM retention; and launch reward, support, and data-driven programs to improve performance, loyalty, and reduce churn.

Marketplace Performance & Unit Economics: Maximize Finished Rides while ensuring alignment with Payback and IRR targets; continuously monitor marketplace health and implement initiatives that improve efficiency and outcomes.

City-Level Operations & Execution: Own city-level performance by identifying blockers, defining solutions, and executing city-specific strategies in collaboration with cross-functional teams.

Supply–Demand Optimization: Optimize the balance between supply and demand to reduce cancellations, improve ETAs, and enhance overall marketplace reliability and quality.

Rider Growth & Experience: Drive growth in active riders and rides per user, improve rider retention and LTV through targeted engagement, category expansion, and close partnership with Marketing on demand-side campaigns.

Risk, Safety & Compliance: Lead safety initiatives in collaboration with government, LATRA, and law enforcement; ensure compliance with local laws and policies including tax reporting; and mitigate risks by maintaining marketplace quality and trip authenticity.

Main tasks and responsibilities:

About you:

Experience: 9+ years in operations, mobility, marketplace platforms, or logistics.

Leadership: Proven track record leading large-scale operational or marketplace functions.

Data-Driven: Strong analytical mindset with expert-level Excel or Google Sheets skills.

Execution-Oriented: Strategic thinker who can drive measurable outcomes.

Communication: Excellent verbal and written communication in English (Swahili a plus).

Adaptable: Comfortable working in a fast-paced, evolving environment.

Customer-Focused: Passion for improving the experience of both riders and drivers.

3. CS Operations Specialist

We are looking for an exceptional CS Operations Specialist to join our fast-growing Support team working across our ride-hailing and food delivery business. This position is based in our office in Dar es Salaam, Tanzania.

About the role

The Customer Support Operations Specialist handles complex, sensitive, and high-risk customer cases that require in-depth investigation, sound judgment, and strong ownership. This role also acts as a quality anchor — supporting in QA audits, feedback loops, calibration, and training with both in-house and outsourced teams.

This role supports Bolt’s most critical customer interactions across all business lines, including but not limited to safety, social media, escalations, and authority-related cases, ensuring issues are resolved accurately, responsibly, and with a high standard of care.

Main tasks and responsibilities:

Tier 1 Case Handling (as needed): Support Tier 1 queues when required.

Escalations & Complex Cases: Handle Tier 2 and high-sensitivity cases, including customer/agent escalations, safety incidents, legal/authority/chargeback disputes, executive and social media escalations, offline/back-office work, and in-person support at the Driver

Engagement Centre. Partner with Legal, Safety, Finance, and Policy teams, ensuring accurate documentation, high-quality responses, and SLA compliance.

Quality Assurance: Perform QA audits on high-priority, sensitive, and Tier 1 queues (as required). Deliver actionable feedback to in-house and outsourced teams, escalate recurring issues for training or SOP updates, and support calibration to maintain scoring consistency.

Process Improvement: Identify escalation workflow gaps, recommend fixes, collaborate with QA, Training, and Ops, track feedback and follow-ups, and contribute to the knowledge base and escalation playbooks.

Collaboration & Coverage: Join weekly specialist and quality syncs, provide ad hoc guidance on complex cases, and cover Tier 1/Tier 2 roles during leave or surge period.

Main tasks and responsibilities:

About you:

You are fluent in Swahili [near native C2] and written and spoken English.

Strong experience in customer support or complex case handling.

High emotional intelligence and resilience.

Excellent written and verbal communication skills.

Strong analytical and investigative ability.

Ability to make decisions under pressure.

High attention to detail and documentation standards.

Comfortable working rotating, shift-based schedules in a 24/7 operation.

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!

Location: Dar es Salaam