Client Experience Team Lead

Boldr Impact; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Boldr is seeking a Team Captain to manage day-to-day team operations. You will act as an escalation point and collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will drive people management, performance quality, logistics, internal coordination, and external communications to ensure top client satisfaction and alignment with Boldr values.

Qualifications

• Bachelor's degree in a relevant discipline.
• 3 years of supervisory experience in ecommerce customer support.
• Experience supporting SaaS products or troubleshooting via non-voice channels.
• Knowledge of content moderation.
• Strong knowledge of Zendesk and CRM platforms.
• Proficient with Google Drive, Sheets, Docs and MS Office.
• Willingness to learn about Data Science and Machine Learning.
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers.

Responsibilities

• People management: identify growth and development opportunities and coaching.
• Monitor attendance and punctuality; escalate issues to HR as needed.
• Performance quality management: coach and conduct weekly/monthly reviews; ensure training to meet client needs.
• Meet company and client KPI targets.
• Logistics: ensure equipment needs are met and suggest tool alternatives.
• Internal coordination: assist in career path planning and training plans; report issues to Service Delivery Manager.
• External communications: know client contacts and requirements; contribute to process improvement; demonstrate mastery of offerings.

Skills

People leadership

Communication

Analytical thinking

Problem solving

Multitasking

Education

Bachelor's degree in a relevant discipline

Tools

Zendesk

Job description

Boldr is seeking a Team Captain to manage day-to-day team operations. You will act as an escalation point and collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will drive people management, performance quality, logistics, internal coordination, and external communications to ensure top client satisfaction and alignment with Boldr values.