DEC Specialist

We’re looking for a passionate Driver Engagement Centre (DEC) Agent to join our team and provide face-to-face support for drivers. You’ll play a key role in strengthening relationships, improving driver experiences, and ensuring every driver feels valued and supportedAbout UsWith 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, national origin, 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 RoleAs 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 professionallyPrioritize driver needs and deliver tailored solutions with empathy and patienceProvide accurate, up-to-date information on Bolt’s products, services, and policiesResolve issues on the spot where possible, escalating complex cases to Tier 2 or the DEC Manager when neededAdapt quickly to new processes, system updates, and evolving driver needsManage a high volume of interactions efficiently to reduce wait times and improve satisfactionWork closely with internal teams such as Tier 2, Safety, and Operations to ensure smooth case resolution and alignmentAbout you:Excellent communication and interpersonal skills, with a natural customer-first mindsetStrong problem-solving skills and the ability to stay calm under pressureFlexible and adaptable to changing needs in a fast-paced environmentWell-organized and capable of managing multiple priorities at onceA true team player who enjoys working collaboratively across departmentsStrong attention to detail and accuracy when handling driver requests and casesMotivated by Bolt’s mission and passionate about delivering exceptional serviceExperience is great, but we also look for drive, intelligence, and integrity. So, even if you don’t tick every box, please consider applying if you feel you’re the kind of person described above!Why you’ll love it here:Directly shape the driver experience and build long-term loyalty within our communityJoin a global team making an impact in 50+ countries and 600+ cities worldwideWork in an energetic, fast-moving environment with endless learning opportunitiesAccelerate your career growth with structured training and cross-functional exposureCompetitive compensation and the opportunity to grow within BoltCollaborate daily with a diverse, international, and inclusive teamBe part of a company that is redefining mobility and making cities better for peopleSome perks may differ depending on your location and role.