A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world
We are a global team, united by our desire to connect diverse people with common values for boldr impact.
We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner

LET'S START WITH OUR VALUES

Meaningful connections start with AUTHENTICITY
We do our best work by being CURIOUS
We grow by remaining DYNAMIC
Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
At the heart of great partnerships we'll always find EMPATHY

WHAT IS YOUR ROLE

As the Team Captain, Technical Support, you are the operational and cultural leader of your frontline technical support team. You are responsible for creating a disciplined, high-performing, and customer-centric operation through proactive leadership, strong coaching, operational excellence, and consistent accountability.

You serve as the first line of operational defense, ensuring service delivery, customer experience, team performance, and client trust are protected through sound judgment, visible leadership, and timely intervention.

Success in this role is measured not only by achieving KPIs, but by your ability to develop people, proactively manage risk, drive continuous improvement, and create an environment where team members consistently perform at their best.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Operational Excellence & Hygiene

Drive consistent attainment of SLA, quality, productivity, compliance, and customer experience targets
Monitor operational performance and identify emerging risks before they impact customers or clients
Maintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processes
Perform root cause analysis and implement corrective actions to eliminate recurring issues
Ensure team adherence to operational processes, policies, and client requirements
Develop strong expertise in the client's products, systems, and services

Leadership Ownership & Operational Control

Act as the first line of defense for operational stability and service excellence
Lead with urgency, visibility, and accountability throughout daily operations
Anticipate operational risks and escalate issues with clear context, impact assessment, and recommended actions
Maintain calm, structured leadership during incidents, outages, and service disruptions
Build trust with stakeholders through reliable execution and strong follow-through

Coaching & Team Development

Deliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growth
Conduct regular coaching sessions, performance discussions, and development planning
Build succession readiness by identifying and developing future leaders
Support onboarding, training, and continuous learning initiatives
Foster team autonomy and encourage proactive problem-solving

Team Culture & Accountability

Foster a culture of ownership, professionalism, transparency, and psychological safety
Hold team members accountable through fair, consistent, and respectful performance management
Reinforce Boldr values through daily leadership behaviors
Encourage operational honesty and constructive feedback
Promote engagement, collaboration, and positive team morale

Client & Customer Impact

Protect customer experience by ensuring timely and effective resolution of technical issues
Act as a point of escalation for complex customer concerns and technical incidents
Build strong relationships with client stakeholders and maintain a deep understanding of their business goals
Communicate operational risks proactively and professionally
Serve as an ambassador for both Boldr and the client, promoting pride and ownership across the team

Continuous Improvement & Innovation

Identify opportunities to improve processes, workflows, systems, and operational efficiency
Support the adoption of new technologies, AI-enabled tools, and automation opportunities
Lead change management initiatives within the team
Partner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challenges
Ensure team members remain current on product knowledge, process updates, and technical developments

Requirements

WHAT WE'LL LIKE ABOUT YOU

YOU ARE...

Curious and authentic, just like us! #beboldr
Passionate about learning and developing relationships with clients
Analytical and a problem solver
Able to multitask and prioritize
Adaptable to change and attentive to detail
Able to work well in a team environment
Able to reduce frustration on heated topics by listening and being solutions-oriented
Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic
Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE...

Bachelor's/College degree in a relevant discipline you're passionate about!
2 years of supervisory experience in a related field (especially email and chat support)
Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)
A general understanding of content moderation.
Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred)
Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
Willingness to learn about Data Science and Machine Learning
Excellent verbal and written communication skills.
Ability to understand and communicate complex ideas to customers, both verbally and in written form
Aptitude to quickly learn and navigate new technology, systems, and applications.
Ability to accept feedback gracefully and with an open mind

Benefits

WHAT WE'LL LIKE ABOUT YOU

YOU ARE...

Passionate about developing people and scaling teams
A natural coach who finds joy in helping others grow
Excited about learning and developing relationships with clients
Someone who thrives in high-accountability environments
Analytical and a problem solver
A confident decision-maker who leads by example and with integrity
Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
Able to multitask and prioritize
Adaptable to change and attentive to detail
Able to work well in a team environment
Able to reduce frustration on heated topics by being solutions-oriented
Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE...

Bachelor's degree in computer science, engineering, or a related field
Three years of supervisory experience in a related field
Experience with performance metrics and QA feedback loops
Excellent technical, diagnostic, and troubleshooting skills
Strong leadership and organizational abilities
Excellent verbal and written communication skills, and interpersonal skills
Willingness to build professional relationships with team members and clients
Excellent communication, motivational, and interpersonal skills
Desire to teach new customers about the platform
Ability to answer product and technical questions
Comfort working independently, given time zone differences
Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript
Nice to have experience with JIRA or Zendesk
Nice to have previous experience in a B2B technical support role at a SaaS company
Nice to have experience with email, push, or SMS platforms
Demonstrated experience leading frontline operational teams in a customer support, technical support, or BPO environment
Strong experience managing performance through KPI, QA, CSAT, and operational metrics
Proven ability to identify and manage operational risk
Experience coaching and developing high-performing teams
Strong analytical and decision-making capabilities
Ability to translate operational data into actionable insights
Experience leading change and continuous improvement initiatives
Maintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays as required, to provide supervisory coverage