Customer Support Operations Agent at Bolt

About The Role

As a DEC Agent, you’ll be the first point of contact for current and prospective drivers visiting our centres. You’ll deliver in-person support across a wide range of services — from onboarding and training to resolving issues and providing guidance on Bolt’s products.This is a hands-on role where no two days are the same. You’ll need to combine strong communication skills with problem-solving abilities, ensuring drivers have a seamless and positive experience with Bolt.

Main tasks and responsibilities:

• Welcome and assist drivers with inquiries, complaints, and requests politely and professionally
• Prioritize driver needs and deliver tailored solutions with empathy and patience
• Provide accurate, up-to-date information on Bolt’s products, services, and policies
• Adapt quickly to new processes, system updates, and evolving driver needs
• Manage a high volume of interactions efficiently to reduce wait times and improve satisfaction
• Work closely with internal teams such as Tier 2, Safety, and Operations to ensure smooth case resolution and alignment

About you:

• You have excellent communication, interpersonal and problem-solving skills, with a natural customer-first mindset
• You are flexible and adaptable to changing needs in a fast-paced environment
• You are well-organized and capable of managing multiple priorities at once
• You are a true team player who enjoys working collaboratively across departments
• You have a strong attention to detail and accuracy when handling driver requests and cases
• You are willing to work on site in our DEC Center in Benin