Senior Team Captain, Tech 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

The Senior Team Captain, Tech Support is responsible for leading high-performing technical support and operations teams while ensuring exceptional client outcomes, operational excellence, and continuous improvement.

This role serves as the bridge between client expectations, team performance, and technical delivery. The Senior Team Captain, Tech Support is accountable for developing people, driving operational results, leading complex technical escalations, and identifying opportunities to improve efficiency through process optimization, automation, and AI-enabled solutions.

Success in this role requires a balance of strong leadership capability, technical expertise, business acumen, and a passion for coaching and developing others.

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

Client Success & Stakeholder Management

• Build trusted relationships with client stakeholders and internal partners.
• Serve as a primary escalation point for operational and technical concerns.
• Ensure client commitments, SLAs, and performance expectations are consistently achieved.
• Proactively identify risks and implement mitigation plans.
• Present operational performance, trends, and improvement recommendations to stakeholders.
• Drive a culture of accountability and customer obsession across the team.

Team Leadership & Development

• Lead, coach, and develop Team Captains, Technical Leads, and individual contributors.
• Conduct regular performance reviews, coaching sessions, and career development conversations.
• Foster a culture of ownership, psychological safety, continuous learning, and inclusion.
• Identify and develop future leaders within the organization.
• Manage performance concerns effectively and in alignment with company policies.
• Drive employee engagement, retention, and team morale.

Operational Excellence

• Own operational performance against agreed KPIs, SLAs, quality metrics, and client objectives.
• Analyze performance data and implement strategies to improve efficiency and outcomes.
• Ensure workforce planning, resource allocation, and scheduling align with business needs.
• Lead root cause analysis and corrective action planning for recurring issues.
• Maintain operational documentation, reporting, and process governance.
• Deliver continuous improvement initiatives that create measurable business value.

Technical Leadership

• Act as the highest level of technical escalation within the team.
• Provide guidance and support for complex troubleshooting and incident management.
• Establish and maintain technical standards, processes, and best practices.
• Drive knowledge management and documentation excellence.
• Partner with technical stakeholders to improve tooling, workflows, and customer experience.
• Promote a culture of technical curiosity and continuous learning.

AI, Automation & Innovation

• Identify opportunities to improve service delivery through automation and AI-enabled solutions.
• Reduce manual effort and increase operational efficiency through technology adoption.
• Encourage experimentation and innovation within the team.
• Evaluate new tools, workflows, and technologies that improve performance.
• Champion data-driven decision making across the operation.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• 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…

• 5+ years of experience leading technical support, IT operations, managed services, or technical customer operations teams.
• Demonstrated experience managing people leaders and/or high-performing technical teams.
• Strong understanding of incident management, service delivery, and operational excellence frameworks.
• Experience managing client relationships and stakeholder expectations.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, motivational, and interpersonal skills skills, 
• Proven ability to coach, mentor, and develop talent.
• Excellent technical, diagnostic, and troubleshooting skills.
• Willingness to build professional relationships with team members and clients.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.