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. 
• 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.