Customer Experience Associate

Saint John East, Canada | Posted on 02/01/2026

The Customer Support Operations Agent is the first point of contact for customers across all Ditrop's products. This role is responsible for handling and resolving customer queries with speed, empathy, and accuracy, while owning each ticket end-to-end until resolution, and providing a great customer experience every single time.

The agent operates within a dynamic, fast-paced environment where daily execution, attention to detail, and ownership over customer satisfaction are critical. The role also supports proactive issue flagging, tagging accuracy, and feedback to help drive structural improvements.

Main tasks and responsibilities:

• Customer Interaction & Resolution: Handle customer inquiries via chat, email, and/or voice. Resolve issues related to orders, rides, rentals, deliveries, accounts, payments, and cancellations. Deliver high-quality support in line with SLAs (speed, accuracy, FCR, CSAT) and ensure outcomes that reflect a positive customer experience.
• Process Adherence & Quality: Follow workflows, macros, and SOPs for consistent resolution. Tag tickets accurately, escalate when necessary, and flag broken processes, unclear policies, or tooling issues.
• Product Knowledge: Stay up-to-date across relevant verticals (Food, Ride, Rentals, Business, etc.). Attend refresher sessions, complete mandatory training, and contribute to a “super agent” model through cross-vertical upskilling.
• Performance & Reporting: Meet or exceed KPIs (FRT, AHT, CSAT, login hours, FCR, Quality, etc.). Engage in coaching, feedback, and performance reviews to refine service standards. Maintain high productivity and accuracy to leave a positive impact on every interaction.
• Team
  
  Collaboration:
  
  Collaborate with Team Leads and peers to ensure shift health and queue balance. Share learnings and blockers in huddles or retros, and support coverage during surges, outages, or critical events.

• You are fluent in written and spoken English.
• You have experience in customer support or similar fast-paced, user-facing roles.
• You communicate clearly and effectively, with a strong customer-centric mindset.
• You pay attention to detail and are committed to process adherence and quality outcomes.
• You are adaptable, eager to learn, and comfortable supporting across multiple verticals.
• You are self-motivated and accountable for your performance metrics and productivity.
• You enjoy being part of a team and contribute to a positive, solution-oriented shift culture, including night shifts. You are comfortable working rotating, shift-based schedules in a 24/7 operation.

Our support teams are essential in improving our offering as they communicate with customers and collect feedback. They’re responsible for answering customer questions, finding solutions, and ensuring customers have a positive Bolt experience.

• Play a direct role in shaping the future of mobility.
• Impact thousands of customers and partners across Canada.
• 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 2 days in the office each week to foster strong connections and teamwork.
• Take care of your physical and mental health with our wellness perks.