Bolt Customer Support, Head of Delivery Jobs in Kenya

Bolt Customer Support, Head of Delivery Jobs in Kenya

  • Bolt Customer Support is looking for a Head of our Delivery Support business. This is a senior lead working globally with customers, employees and business stakeholders to deliver great experiences that attract and retain customers.

  • The successful candidate will have proven experience leading global support organisations, managing both in-house and supplier delivery to high levels of resolution and satisfaction in a fast paced industry.

    Your daily adventures will include:

  • Clearly narrating our customer and people outcomes, proactively and reactively to ensure clarity and credibility with our business stakeholders.

  • Creating and delivering continual improvements to our customer, colleague and employee experiences.

  • Being a role model leading our support readiness for existing and predicted challenges and sharing ideas to decrease the workload and improve the quality and speed of Bolt’s customer support.

  • Contributing to peer success through collaboration, creativity and giving critical constructive feedback.

  • Identifying problems and opportunities to support our purpose and then initiate, own and contribute to solutions.

  • Role modelling our Leadership framework to ensure your People are highly engaged, feeling inspired and fulfilled by their work.

  • Leading initiatives to reduce the need for customer support.

  • Building and maintaining transparent and productive relationships with CS business stakeholders - ensuring CS has influence to improve the Customer experience by providing timely, high quality analysis regarding the Customer’s current experience.

  • Engaging our Customer Support Outsource Suppliers effectively to support our purpose.

  • Optimising our Customer Support Costs through efficient service, reduction in support volume per customer order, smart geographical location choices and ongoing support agent efficiencies.

    We are looking for:

  • You will have successfully led global multi million euro support
    functions - improving both customer experience and efficiency.

  • You are a strong leader and collaborator with excellent negotiation and communication skills (both verbal and written) in English.

  • You are data-driven with excellent analytical and spreadsheet skills.

  • You are a team player and strong interpersonal skills managing internal and external partner relationships.

  • You are experienced hiring, developing and leading culturally diverse people and teams.

  • You are able to develop psychologically safe teams who bring the best version of themselves to their work.

    Why you’ll love it here:

  • Your daily duties will have a meaningful impact on millions of people all over the world.

  • You’ll be surrounded by the most friendly, supportive colleagues you can imagine.

  • As we grow, so will you! Bolt’s fast-paced, challenging environment offers you great opportunities for professional development.

  • You’ll always be kept informed. Our bi-weekly All Hands meetings bring our global teams together, ensuring we’re all up to speed and moving forward as one.

  • Switching off is important! At Bolt, we like to work hard and play hard. Enjoy our fun team events, office snacks, free merch and more!

    How to Apply

  • For more information and job application details, see; Bolt Customer Support, Head of Delivery Jobs in Kenya

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