Client Experience Team Lead

Boldr; México; Remote; MXN 350,000 - 550,000; Full time

Job summary

Boldr is seeking a Team Captain to oversee day-to-day team management, escalating issues beyond agent authority, and collaborating with the Client Experience Manager and People Manager to spot growth opportunities. The role centers on people and performance quality management, aiming to meet client KPIs and sustain service levels.

You will drive coaching, performance reviews, and cross-functional coordination while reinforcing Boldr values of authenticity, curiosity, and dynamism.

Qualifications

• Bachelor's degree or equivalent in a relevant discipline.
• Three years of supervisory experience in email/chat support.
• Experience with SaaS products or troubleshooting (non-voice).
• Intermediate knowledge of CRM systems (Zendesk, Salesforce preferred).

Responsibilities

• Identify growth and development opportunities for team members and coach them.
• Monitor attendance, punctuality and address people issues with HR as needed.
• Provide regular coaching and conduct weekly/monthly performance reviews.
• Ensure team training and alignment to client KPIs.
• Coordinate logistics, equipment, and tool needs to sustain service levels.
• Collaborate with People Development Manager on career paths and training plans.
• Maintain open communication with Service Delivery Manager and support culture building.
• Guide advisors to foster growth, best practices, and morale.
• Understand client requirements and implement policies for products.
• Contribute to ongoing improvement of client success processes.

Skills

Curious

Authentic

Analytical

Problem solving

Multitasking

Team player

Written communication

Education

Bachelor's degree or equivalent

Tools

Zendesk/Salesforce

Google Workspace

MS Office

Job description

Boldr is seeking a Team Captain to oversee day-to-day team management, escalating issues beyond agent authority, and collaborating with the Client Experience Manager and People Manager to spot growth opportunities. The role centers on people and performance quality management, aiming to meet client KPIs and sustain service levels.

You will drive coaching, performance reviews, and cross-functional coordination while reinforcing Boldr values of authenticity, curiosity, and dynamism.