Client Experience Team Lead

Boldr Impact; Mérida; Híbrido; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Team Captain to lead a client-experience team in Mérida. You will coach, escalate issues, and partner with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will focus on people management, performance quality, logistics, and external communications, ensuring KPIs are met and strong client value, culture, and collaboration are core to daily work at Boldr.

Formación

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• Three 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.

Responsabilidades

• Identify growth and development opportunities for team members - coaching
• Monitor attendance and punctuality and other people issues of all team members and escalate to HR for disciplinary action as needed
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching and weekly/monthly reviews
• Ensure that team members are properly trained and meeting client needs
• Ensure the team meets company and client-specific KPI targets
• 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
• Work with the People Development Manager to advise on career paths and training plans
• Relay issues to the Service Delivery Manager promptly
• Help in culture building and embody Boldr core values
• Guide advisors and analysts to foster growth, best practices, and morale
• Be familiar with client contacts, requirements, and processes; implement policies related to client products
• Contribute to ongoing development of customer support and success processes
• Demonstrate mastery of the company and client offerings
• Understand, investigate, and solve complex client requests or complaints with cross-team collaboration
• Identify opportunities for continuous improvement and client value with the Client Experience Manager

Conocimientos

Curious

Authentic

Analytical

Multitasking

Teamwork

Written comms

Presentation skills

Empathy

Problem solving

Educación

Bachelor's degree in a relevant discipline

Herramientas

Zendesk

Salesforce

Descripción del empleo

Boldr is seeking a Team Captain to lead a client-experience team in Mérida. You will coach, escalate issues, and partner with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will focus on people management, performance quality, logistics, and external communications, ensuring KPIs are met and strong client value, culture, and collaboration are core to daily work at Boldr.