Team Captain, Technical Support

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.

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 responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. 

You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with Technical Support teams.

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

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members' performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• QA Audits to ensure performance is met
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
• Holds a high bar to ensure teammates meet or exceed their KPIs, with an exceptional standard of quality

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases

• Ensure that team members are properly trained and working consistently to meet client needs

• Ensure that the team meets company and client-specific KPI targets through product/service training

• Determining work requirements and developing work schedules for the team

• Delegating tasks and achieving daily, weekly, and monthly goals

• Monitor real time performance of teammates productivity

• Own the regular review of performance dashboards, ensuring data accuracy, timely reporting, and actionable insights

• Use performance metrics to drive accountability and celebrate team wins

Internal Coordination

• Identifying risks and forming contingency plans as soon as possible
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements
• Keeping up-to-date with industry trends and developments
• Updating work schedules and performing troubleshooting as required
• Motivating staff and creating a space where they can ask questions and voice their concerns
• Being transparent with the team about challenges, failures, and successes

External Communications

• Be familiar with the client's key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client's offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth
• Writing progress reports and delivering presentations to the relevant stakeholders
• Act as the point of escalation for complex or sensitive customer issues, ensuring timely and effective resolution
• Coordinate crisis or incident response protocols with relevant teams

Requirements

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 are able to work on a hybrid set-up
• You are able to adapt to schedule changes (Primary schedule follows US business hour, but schedule may change depending on operational needs)

YOU HAVE...

• Bachelor's degree in computer science, engineering, or a related field
• Familiarity with Intercom
• Relevant Management certification may be required
• 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
• Willingness to build professional relationships with staff 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