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Head of Support Engineering

Your Role at Bolt

We are witnessing a massive shift of consumer presence from offline to online. With it, there is a need for technologies that enable online businesses to thrive. Bolt is at the center of this universe leading the next generation of e-commerce, having created a best-in-class buying experience from checkout to fraud detection, payments and more. With our help, retailers can successfully compete with the online retail giants that have the means to invest in technology.

The Support Engineering team is a critical contributor to customer success, ensuring prompt and effective resolution of customer issues. Under your leadership, Bolt Support Engineering will develop a reputation across the industry for our world-class customer service. Your top-notch management and mentorship skills will enable each member of our Support Engineering team to develop their technical skills and reach their highest potential; your excellent communication and problem-solving will help us solve the toughest of customer issues.  You’ll also be an advocate for the customer internally, leveraging your unique view of our merchant experience to influence improvements across the organization. You’re a great fit for the role if you thrive on the success and growth of your team members, enjoy the thrill of resolving a diverse range of requests, and are highly motivated to deliver exceptional customer outcomes.
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You'll...

  • Manage a team of Support Engineers, helping them achieve key goals, expand their technical abilities, & perfect their customer communication skills.
  • Set goals for the Support Engineering team, and own reporting and analysis of those goals. 
  • Partner with your team and with stakeholders across the organization to resolve escalated technical issues to a high degree of satisfaction, always building toward long-term customer success.
  • Expand Support’s partnership with Bolt’s core engineering teams, developing processes and tools to facilitate improved communication and issue resolution   
  • Spearhead innovations in our support operations
  • Act as the voice of the customer by translating, aggregating, and representing customer feedback to the Product team, Customer Education Team, and other key stakeholders.
  • Strategically partner with Customer Success managers to prioritize issues and maintain strong customer relationships

Requirements:

  • 5+ years in an engineering management or customer service management role at a software company
  • Expertise in HTML, Javascript, CSS, SQL, PHP
  • Outstanding customer empathy
  • Outstanding analytical and problem-solving skills
  • Experience managing significant initiatives 
  • Ability to work autonomously in a fast paced, cross-functional environment
  • Domain Expertise in eCommerce, including a deep understanding of eCommerce technology infrastructure (preferred)
  • Undergraduate degree in Computer Science or equivalent experience in engineering roles at eCommerce, Payments, Retail, or Software companies (preferred)

Benefits:

  • Competitive Pay
  • Flexible PTO
  • Cell phone reimbursement
  • Comprehensive health coverage: Medical, dental and vision
  • Monthly wellness stipend
  • Paid parental leave
  • Monthly (virtual) team events
  • Retirement plans


  • Bolt is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. If you have a disability or special need that requires accommodation, please let us know.