Client Experience Team Lead

Boldr; Philippines; Remote; PHP 670,000 - 1,004,000; Full time

Job summary

Boldr in the Philippines is seeking a Team Captain to manage day-to-day team operations, serving as escalation for issues beyond an agent's authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities for teammates.

You’ll champion our core values—Curious, Dynamic and Authentic—and drive performance through coaching, KPI tracking, and ongoing training.

Qualifications

• Bachelor's degree in a relevant discipline.
• Three years of supervisory experience in a related field (especially email and chat support).
• Experience supporting SaaS products or troubleshooting (non-voice, chats, emails and SMS).
• Understanding of content moderation.
• Intermediate knowledge of CRM systems (Zendesk, Salesforce strongly preferred).
• Intermediate knowledge of cloud-based apps (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

• Identify growth and development opportunities for team members - coaching.
• Monitor attendance and punctuality and report issues to HR as needed.
• Monitor and assess performance; provide timely feedback and conduct reviews.
• Ensure team training and KPI targets are met.
• Coordinate with People Development Manager on career paths and training plans.
• Relay issues to Service Delivery Manager promptly and foster culture aligned with Boldr values.
• Understand client requirements, implement policies, and contribute to process improvements.

Skills

Leadership

Coaching

Communication

Problem solving

Attention to detail

Teamwork

Adaptability

Time management

Education

Bachelor's degree in a relevant discipline

Tools

Zendesk

Salesforce

Google Workspace

MS Office

Job description

Boldr in the Philippines is seeking a Team Captain to manage day-to-day team operations, serving as escalation for issues beyond an agent's authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities for teammates.

You’ll champion our core values—Curious, Dynamic and Authentic—and drive performance through coaching, KPI tracking, and ongoing training.