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About Bolt

Bolt is revolutionizing urban mobility, focusing on creating cities that prioritize people over cars. Since its inception in 2013 by a visionary entrepreneur, Bolt has expanded into a global platform serving over 200 million customers and 4.5 million drivers and couriers in 50 countries. Offering services from ride-hailing to food delivery, scooters, e-bikes, and car-sharing, Bolt operates through agile, autonomous teams that combine startup agility with the resources of a major tech company backed by over €1 billion in funding.

Role Overview

As a Customer Support Data Analyst, you will translate customer support data into actionable insights powering strategic decisions and strengthening support capabilities. The job involves automating data processes, identifying patterns, and enabling faster, more informed decisions. Collaborating cross-functionally, you will create dashboards and maintain flawless data operations, serving as the expert on data accuracy and insightful reporting.

Key Responsibilities

Design, develop, and sustain dashboards and reports focused on Customer Support metrics.
Analyze performance metrics to detect trends and challenges, delivering lucid reports for leadership.
Ensure data integrity across pipelines, dashboards, and source databases, resolving reporting discrepancies.
Create and update Looker models, dashboards, and persistent derived tables (PDTs) enhancing automation and user experience.
Collaborate with Operations and Engineering teams to integrate data solutions, address governance, and fulfill compliance requirements.
Conduct historical data evaluations to aid forecasting, resource planning, and peak period preparedness.

Candidate Profile

Practical background in data analytics, preferably related to Customer Support, operations, or customer data.
Proficiency in SQL; familiarity with programming languages such as Python or R is advantageous.
Experience using data visualization platforms like Looker, Tableau, or Power BI.
Capable of engaging with senior stakeholders and producing clear leadership reports.
Knowledge of dbt or similar data modeling tools is a plus.
Strong understanding of data platforms including warehouses, data pipelines, modeling, and quality control.

Benefits and Culture

Unique opportunities for accelerated professional growth.
Competitive salary complemented by stock options connecting personal success with company performance.
Wellness initiatives supporting physical and mental health.
After five years with Bolt, an extended one-month paid sabbatical to rejuvenate.
Engagement through both large-scale annual events and smaller team gatherings.
Hybrid working model combining flexibility with a minimum of 12 onsite days per month.

Additional Notes

Bolt emphasizes daily AI tool usage to optimize efficiencies while maintaining high standards of output responsibility. The company values traits such as intelligence, integrity, and initiative over perfect experience matches and encourages applications from diverse backgrounds. Reasonable accommodations during the hiring process are provided upon request to support an inclusive environment.

Equal Opportunity

Bolt is committed to equal employment opportunity, welcoming applicants regardless of race, color, nationality, religion, gender identity, sexual orientation, age, or disability status.

Data Analyst - Customer Support

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