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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.

Key Responsibilities

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.