Team Captain

Boldr; Brantford; On-site; CAD 60,000 - 80,000; Full time

Job summary

A global service organization in Brantford is seeking a Team Captain to lead a team of Customer Advocates. You will ensure the delivery of exceptional service, inspire team engagement, and drive operational excellence. The ideal candidate will have a strong background in customer experience and team management, along with excellent leadership and communication skills. This role offers the opportunity to make a significant impact in a dynamic environment.

Qualifications

• 3+ years of experience leading customer-facing or operations teams.
• Strong background in customer experience, hospitality, or service-driven environments.
• Proven success in coaching, performance management, and team development.

Responsibilities

• Lead and coach a team of Customer Advocates to achieve individual and team goals.
• Oversee daily operations and ensure consistent delivery of exceptional customer experiences.
• Analyze trends and metrics to identify opportunities for process or service improvements.

Skills

Leadership

Customer advocacy

Empathy

Analytical skills

Communication

Education

Bachelor's degree in a related field

Tools

CRM platforms (Zendesk or Salesforce)

Cloud-based applications (Google Workspace, MS Office)

Job description

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 a Team Captain, you will lead, mentor, and inspire a team of Customer Advocates to deliver high-quality, high-empathy service. You will be responsible for team performance, growth, and engagement while ensuring operational excellence and alignment with Boldr’s purpose and values. You will act as a trusted point of escalation, provide data-driven insights, and foster a culture of curiosity, authenticity, and continuous improvement across your team.

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

• Lead and coach a team of Customer Advocates to achieve individual and team goals while embodying Boldr’s values.
• Identify growth and development opportunities for team members through continuous coaching, mentorship, and constructive feedback.
• Monitor attendance, punctuality, and other people-related matters, escalating appropriately to the People team as needed.
• Foster a positive, inclusive, and high-performance team culture where feedback is embraced and learning is continuous.

Performance & Quality Management

• Oversee daily operations and ensure consistent delivery of exceptional customer experiences.
• Monitor and evaluate team performance through regular quality reviews, feedback sessions, and performance appraisals.
• Ensure all team members are properly trained, equipped, and supported to meet performance goals and KPIs.
• Analyze trends and metrics to identify opportunities for process or service improvements.

Operational Excellence

• Ensure team and resource readiness by managing schedules, tools, and logistics to meet service level expectations.
  Collaborate cross-functionally to recommend process enhancements and system improvements that optimize efficiency and experience.
• Escalate and resolve complex or critical customer issues, ensuring timely communication and effective resolution.

Culture & Collaboration

• Partner with People Development and Operations leadership to align team training and career development plans with Boldr’s growth objectives.
• Help build and sustain a culture of empathy, authenticity, and operational excellence.
• Encourage open communication, recognition, and shared accountability across the team.
• Serve as a Boldr culture ambassador — modeling professionalism, adaptability, and curiosity in every interaction.

Continuous Improvement

• Identify and recommend new strategies to enhance customer experience, team engagement, and overall service delivery.
• Contribute to the development of best practices, knowledge sharing, and process documentation.
• Stay current on industry trends and emerging customer experience technologies to keep the team innovative and informed.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• Passionate about helping others grow and succeed.
• Empathetic and service-oriented, with a deep appreciation for creating memorable experiences.
• Analytical and solutions-driven, capable of identifying challenges and acting decisively.
• Adaptable and calm under pressure, even in dynamic or ambiguous situations.
• A natural communicator who can inspire trust and collaboration.

YOU HAVE…

• A Bachelor’s degree in a related field you’re passionate about.
• 3+ years of experience leading customer-facing or operations teams.
• A strong background in customer experience, hospitality, or service-driven environments.
• Proven success in coaching, performance management, and team development.
• Intermediate knowledge of CRM platforms (Zendesk, Salesforce, or similar).
• Proficiency with cloud-based applications (Google Workspace, MS Office).
• Excellent verbal and written communication skills.
• A data-driven mindset with the ability to balance quality, efficiency, and empathy.