Senior Customer Support Training Specialist

We're looking for a passionate and detail-oriented Senior CS Training Specialist to join the Bolt Customer Support team. You'll play a key role in equipping our support agents — both in-house and with our BPO partners — with the latest knowledge, tools, and skills to deliver world-class service to our customers.About 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 missionAbout The RoleAs a Senior CS Training Specialist, you will design, develop, and deliver training initiatives that ensure our customer support teams are confident, capable, and up to date with Bolt's fast-evolving products and processes.Your focus will be on enhancing agent performance through structured learning programs, effective onboarding, and continuous improvement in collaboration with Quality and Operations teams.Main tasks and responsibilities:- LDesign and maintain training materials for new product features, policy changes, and process updates to keep all support teams aligned and informed.- Localise content to ensure consistency across markets, BPO partners, and in-house teams.- Develop and distribute structured learning modules, job aids, and resources through LMS and other learning platforms.- Deliver live and asynchronous training sessions, including video tutorials and documentation, for agents and trainers.- Run structured "Train-the-Trainer" programs for BPO training leads to ensure alignment and quality in delivery./point>- Partner with the Quality Assurance team to analyse performance data, identify skill gaps, and design targeted improvement programs.- Collaborate with Operations teams to align training with business priorities and performance goals.- Continuously improve agent onboarding to reduce time-to-productivity and enhance readiness metrics.Monitor and report on training completion, engagement, and impact on key performance indicators.About you:You have proven experience in a training, learning and development, or customer experience enablement role.You are a confident facilitator who can lead engaging sessions for diverse audiences, both virtually and in-person.You have a strong grasp of adult learning methodologies and instructional design best practices.You're skilled at conducting training needs analyses and developing data-driven learning plans.You have excellent written and verbal communication skills, with exceptional attention to detail.You can manage multiple projects simultaneously and deliver high-quality results under tight deadlinesYou are comfortable using data to measure training effectiveness and drive improvement.You have experience with Learning Management Systems (LMS) and familiarity with project management tools like Jira.You may also have experience creating video tutorials or using basic design tools such as Figma — these are nice-to-have bonusesExperience 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 aboveWhy you'll love it here:Play a direct role in shaping the future of mobility.Impact millions of customers and partners in 600+ cities across 50+ countries.Work in fast-moving autonomous teams with some of the smartest people in the world.Accelerate your professional growth with unique career opportunities.Get a rewarding salary and stock option package that lets you focus on doing your best work.Enjoy the flexibility of working in a hybrid mode with a minimum of 3 days in the office each week to foster strong connections and teamwork.Take care of your physical and mental health with our wellness perks.Some perks may differ depending on your location and role.