Team Captain

A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the worldWe 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 soonerLET'S START WITH OUR VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships, we'll always find EMPATHYWHAT IS YOUR ROLE As the Team Captain, 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. You will also be working with the Client Experience  Manager as well as the People Manager to identify growth and development opportunities for the team members. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to 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 Management Identify growth and development opportunities for team members - coachingMonitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as neededPerformance Quality Management Monitor and assess team members' performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews. Ensure that team members are properly trained and working consistently to meet client needsEnsure that the team meets company and client-specific KPI targets. Logistics Ensure that team members' and equipment needs are met to sustain service levels. Recommend/suggest relevant alternatives to the product or tool being used by the company. Internal Coordination Work with the People Development Manager to make recommendations for their team member's career path, and assist in making a comprehensive training plan for them. Relay consistent issues to the Service Delivery Manager in a timely and efficient mannerHelps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should beGuide advisors and analysts to foster growth and development, best practices, and optimal morale in the organizationExternal Communications Be familiar with the client's key contacts, unique requirements, and operating processes Implement policies related to the Client's productsContribute to the ongoing development of customer support and success processesDemonstrate mastery of the company and Client's offerings (i.e. its product and services)Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involvedIdentify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience ManagerRequirementsWHAT 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 conditionsDrive initiatives to improve customer acquisition and retention through effective team management and process optimizationLead and motivate a team to deliver proactive, high-quality customer support via calls, chats, and follow-up activities, including lead nurturing and post-call outreachEnsure all team members are well trained, engaged, and focused on providing exceptional customer experiencesIdentify and address performance or engagement gaps within the internal team, promoting accountability, proactivity, and continuous improvementYOU HAVE... Bachelor's/College degree in a relevant discipline you're passionate about!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 applicationsProven ability to develop and lead proactive teams that consistently meet performance and customer satisfaction goalsStrong understanding of customer acquisition, retention strategies, and post-interaction engagementExcellent communication, coaching, and problem-solving skills to drive team motivation and accountability.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 formAptitude to quickly learn and navigate new technology, systems, and applications. Ability to accept feedback gracefully and with an open mindBenefitsPrivate Health InsurancePaid Time OffTraining & Development