Customer Support Service Delivery Lead

We are looking for an experienced Service Delivery Lead to join our Customer Support team playing a primary role in supporting customer loyalty as Bolt continues to grow exponentially.

• Owning the Customer Support (CS) Outsourcing lifecycle.
• Stakeholder engagement and satisfaction (CS Leads, Legal, Finance, IT).
• Creating / maintaining an effective due diligence process to ensure we only work with ethically and financially appropriate Suppliers.
• Creating / maintaining  an effective onboarding process to ramp Suppliers efficiently.
• Onboarding Operational leads to own the day to day engagement including delivery (CSAT, productivity, process and policy adherence), escalation support within a framework of contractual expectations and zero co-employment risk.
• Ensuring our network of Suppliers engage effectively and deliver against their contractual commitments.

 ...make sure “the machine” runs well:

• Ensuring our Supplier footprint remains fit for purpose from a strategic, performance, ethical and financial point of view. Including seeking our new Suppliers.
• Delivering our critical customer goals (satisfaction, engagement).
• Delivering our critical cost goals (efficiency, cost per incident).
• Identifying and addressing performance issues.
• Positive feedback from your business partners in Operational Delivery.

• Experience managing an Outsource Supplier lifecycle.
• Experience managing multiple Outsource Suppliers including onboarding and exiting.
• Experience resolving Outsource Supplier performance issues.
• Experience leading culturally diverse support teams.
• Experience managing a multi million euro annual budget.
• Enthusiasm to travel regularly (monthly expected).

• Motivating compensation – motivational base pay and company stock options.
• No corporate BS – we’re moving too fast for that.
• Amazing personal growth experience at one of the fastest-growing startups in Europe.
• Working with a motivated and talented international team, plus regular team events.
• Working in one of the coolest offices.
• Flexible working hours – as long as you get the work done.
• Impactful work – you’ll have a rare opportunity to build a product literally used by millions of people across the world.