Team Captain

About Boldr

Boldr is a globally recognized B-Corp committed to delivering exceptional client experiences while creating meaningful employment opportunities worldwide. Our diverse, international team spans five countries and currently includes over a thousand members. We aim to grow to more than 5,000 employees by 2027, driven by our shared values and dedication.

Our Core Values

• Authenticity: Building meaningful connections through genuine interactions.
• Curiosity: Pursuing our best work by asking questions and learning.
• Dynamic Growth: Embracing change to enhance development.
• Ambitious Vision and Operational Excellence: Combining bold goals with efficient execution.
• Empathy: Centering partnerships on understanding and compassion.

Role Overview

As Team Captain, you will oversee the daily management of your team, acting as the escalation point for issues beyond agent authority. You will collaborate closely with the Client Experience and People Managers to identify and foster team members' growth and development opportunities.

Key Responsibilities

• Identify and coach team members for growth and professional development.
• Monitor attendance, punctuality, and other personnel matters, escalating disciplinary issues to HR as needed.
• Assess team performance proactively, delivering timely feedback through coaching sessions and regular reviews.
• Ensure thorough training and adherence to client expectations within the team.
• Maintain and achieve company and client-specific KPI goals.
• Oversee logistical needs such as equipment and resources to sustain service levels.
• Recommend alternative tools or products to improve operational effectiveness.
• Collaborate with People Development Manager on career pathways and training plans for team members.
• Communicate recurring issues effectively to the Service Delivery Manager.
• Promote company culture and core values among the team, setting an example of Boldr leadership.
• Guide advisors and analysts in best practices, growth, and morale enhancement.
• Maintain familiarity with client contacts, requirements, and processes to implement relevant policies.
• Contribute to refining customer support and success procedures.
• Achieve mastery in the company and client offerings, including products and services.
• Resolve complex client issues or complaints involving multiple departments.
• Identify opportunities for continuous improvement and additional client value, coordinating with the Client Experience Manager.

Candidate Profile

• Demonstrates curiosity and authenticity aligned with company values.
• Passionate about building and nurturing client relationships.
• Strong analytical and problem-solving skills.
• Skilled in multitasking and prioritizing responsibilities.
• Adaptable to change with keen attention to detail.
• Works effectively within team settings.
• Manages conflict professionally, offering solution-focused approaches.
• Excellent verbal and written communication, persuasive yet empathetic.
• Resilient under pressure, maintaining a positive client service image.
• Educational background: Bachelor's or college degree in a relevant field.
• Minimum three years experience supervising teams in related environments, particularly email and chat support.
• Experience with SaaS product support and troubleshooting across non-voice channels like chat, email, and SMS.
• Basic knowledge of content moderation practices.
• Intermediate proficiency in CRM tools such as Zendesk and Salesforce.
• Intermediate skills with cloud-based applications (Google Drive, Sheets, Docs) and Microsoft Office suite.
• Willingness to learn about Data Science and Machine Learning concepts.
• Ability to grasp and clearly communicate complex ideas to clients.
• Quick learner adept at navigating new technologies and systems.
• Receptive to feedback and open to continuous improvement.