About us
With over 200 million customers in 50+ countries, 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!
About the role
At Bolt, users rely on support in moments that directly impact their experience — from resolving trip issues to accessing accounts or payments. These interactions play a key role in shaping trust across our platform, which serves over 200M users across multiple verticals and markets.
As a Senior Product Manager, you will own the end-to-end user-facing support experience, including how users discover help, describe issues, interact with support channels, and track resolution. You will be responsible for a high-volume product surface handling millions of interactions each month, including live chat, self-serve tools, and intake flows. Your role will focus on continuously improving quality while balancing operational efficiency and cost-to-serve.
Main tasks and responsibilities:
- Defining product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency.
- Designing and improving user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels.
- Collaborating with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences.
- Running experiments and analysing results to inform product decisions, including impact on user experience and business metrics.
- Balancing user experience quality with cost-to-serve, using data to guide trade-offs and improvements.
- Acting as the main point of contact for Support Experience, aligning stakeholders and providing regular updates across product, operations, and leadership teams.
Why you’ll love it here:
- 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.
Some perks may differ depending on your location and role.
About you:
- You have demonstrated experience in product management, with ownership of consumer-facing products at scale.
- You have a strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms.
- You have experience balancing user experience with operational or business metrics, including cost-related considerations.
- You have experience working with data and experimentation to inform product decisions.
- You have strong communication skills, enabling effective collaboration across technical and non-technical stakeholders.
- You have familiarity with AI-driven support solutions, real-time systems, or customer support tooling.
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!
