CS Operations Specialist – Swahili/English Speaker

About the role

Bolt is looking for a bilingual Swahili/English CS Operations Specialist to join its Africa operations. You will act as the benchmark for quality and high‑stakes case handling, investigating safety incidents, managing social‑media escalations and supporting complex business and government accounts.

Key responsibilities

• Investigate severe safety incidents (assault, harassment, fatalities) using standard operating procedures and trip data.
• Handle safety‑flagged social‑media escalations, authority contacts and Tier 1‑2 Bolt for Business/B2G cases end‑to‑end.
• Provide empathetic, in‑person assistance at the Driver Engagement Centre, dealing with aggressive drivers or traumatized riders.
• Document every case accurately, participate in peer calibration and SOP improvement.
• Collaborate with Marketing, Legal, PR, Sales and Local Operations to resolve escalations while protecting user PII.
• Take part in daily scenario sprints, peer learning and regular training recertifications.

Required profile

• 1–2+ years of experience in customer support, trust & safety, content moderation or handling high‑risk cases.
• Strong judgment, empathy and composure under pressure.
• Experience liaising with authorities is a strong plus.

Required skills