Head of Customer Experience, Rides

About the role

Rides is Bolt’s largest business and accounts for the largest share of our customer contacts. Many of those contacts should never need to happen. As Head of CX, Rides, you’ll own the end-to-end customer experience for riders and drivers across all markets, working with Product, Operations and CX to remove friction at its source.

Your goal is to make Rides the easiest mobility product in the world to use: customers rarely need help, receive a correct answer instantly when they do, and reach a capable human quickly when personal support is needed. You’ll decide which contacts should be prevented, which can be resolved automatically and which require human care.

You’ll be the accountable partner to Rides business leaders for customer outcomes and own the vertical’s support policies. Success means fewer contacts per order, better satisfaction and first contact resolution, and a lower cost to serve without compromising rider and driver trust.

Main tasks and responsibilities:

• Own customer outcomes across Rides. Improve rider and driver satisfaction, first contact resolution, repeat contact rates and contacts per order across all markets. Keep measurement definitions and time periods clear, and distinguish measured results from estimates.
• Eliminate the root causes of contact. Identify and quantify the biggest sources of friction, from driver payouts and account transparency to vehicle self-service and fare clarity. Agree a named Product or Operations owner and delivery date for each fix, then track its impact.
• Own Rides support policies. Develop fair, simple and economically sound policies for refunds, compensation, cancellations, fees and rider–driver disputes. Make them executable through automated systems and validate changes through A/B testing before rollout.
• Improve automated resolution and access to human support. Partner with CX Performance to determine which contacts are ready for automation, measuring success through actual resolution, reopen rates and customer satisfaction. Ensure customers who need human help reach capable, empowered experts quickly, and give Product and automation teams prioritised requirements for tooling and self-service.
• Lead and develop the Rides CX team. Set clear outcomes for regional CX managers, policy programme managers and escalation specialists. Build strong leaders and maintain a flat structure with clear ownership.
• Embed customer experience in Rides business decisions. Lead weekly customer health reviews and monthly reviews of policy and root-cause progress. Represent riders and drivers in product decisions, including assessing readiness before changes that could increase customer contacts.

• You’ve led customer experience, operations or policy at scale in a marketplace or two-sided business and personally owned metrics such as customer satisfaction, contact rate or cost to serve.
• Experience in mobility, delivery, fintech or e-commerce is a plus.
• You look for the reasons customers need help and address the underlying causes.
• You can examine support queues, policies, refund records and product flows to identify friction, and you’re comfortable working with contact intents, average handling time, reopen rates and unit costs.
• You use AI and automation naturally in your work and can distinguish between closing a ticket and solving a customer’s problem.
• You use evidence to determine where automation improves outcomes and where human support is needed.
• You can design policies that balance rider needs, driver needs and Bolt’s economics, and explain the trade-offs clearly and concisely.
• You build credibility with business leaders and engineers, communicate directly and challenge decisions with evidence.
• You’re rigorous about data quality and honest about what the results show.
• You build strong teams and leaders, work effectively with few management layers and take ownership of outcomes.
• You move quickly and use resources thoughtfully.

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.