The Team Lead, Driver Registration Support, plays a critical role in overseeing the successful and compliant onboarding of Bolt Drivers. This position involves operational management, performance coaching, and process optimization to ensure the team consistently delivers seamless, high-quality, and efficient support. The TL is responsible for driving team performance against key metrics, maintaining adherence to local compliance standards, and translating operational insights into strategic improvements to the driver’s funnel.

Team Leadership & Performance Management

• Performance Coaching: Conduct regular 1:1 meetings and performance reviews, providing constructive feedback and coaching to all agents to elevate overall service quality and efficiency.
• Workflow Management: Manage the daily workflow, capacity, and scheduling of the on-site team to ensure maximum coverage and responsiveness during peak operational hours.
• Conflict Resolution: Act as the escalation point for complex or highly sensitive driver complaints, ensuring professional and positive resolution that upholds company standards.

Operational Oversight & Process Optimization

• Funnel Efficiency: Monitor and analyze key performance indicators (KPIs) related to the driver registration funnel (e.g., time‑to‑onboard, completion rates, same‑day resolution) and implement processes to remove roadblocks.
• Service Level Agreement Adherence: Ensure the team consistently meets the pledge of same‑day resolution for all driver communications, maintaining high standards of responsiveness and clarity.
• Knowledge Management: Maintain and continuously update the team’s knowledge base regarding Bolt’s mobility and logistics services, ensuring all agents provide accurate and proactive support.

Compliance, Verification, & Quality Assurance

• Quality Auditing: Implement and conduct regular quality assurance audits on driver interactions (both in‑person and recorded), document verification, and physical verification processes.
• Regulatory Compliance: Ensure the team strictly adheres to all Bolt processes and local regulations concerning driver physical verification and document compliance.
• Conversion Strategy: Work closely with partners to optimize the sign‑up process and ensure agents are effectively guiding prospective drivers through onboarding to drive lead conversions.

Reporting & Strategic Input

• Reporting: Prepare and present weekly performance reports detailing team metrics (throughput, quality scores, conversion rates) and operational challenges.
• Process Improvement: Identify systemic issues contributing to driver friction or compliance risk and submit structured proposals for process or tooling improvements to management.

Core Competencies

• Leadership & Mentorship: Proven ability to lead, motivate, and develop a high‑performing team in a fast‑paced environment.
• Operational Acumen: Strong capability to analyze operational data, identify bottlenecks, and implement solutions to increase efficiency and quality.
• Strategic Communication: Excellent ability to communicate complex information clearly and professionally to both the team and senior stakeholders.
• Conflict Resolution: Exceptional emotional intelligence and composure under pressure, with a demonstrated ability to resolve escalated issues professionally.
• Accountability: High degree of ownership for team outcomes and responsiveness to feedback, fostering a culture of resilience and continuous improvement.

Language Requirements

• Required: Polish proficiency.
• Preferred: Basic Russian or Ukrainian. Additional languages are a plus.

Business Travel Requirements

Yes, within Poland.

Seniority Level

Associate

Employment Type

Contract

Job Function

Customer Service

Industries

IT Services and IT Consulting