Client Experience Team Lead

Boldr; Tacloban; On-site; PHP 420,000 - 840,000; Full time

Job summary

Boldr seeks an impact-driven Team Captain to manage day-to-day team operations, escalating issues beyond agent authority, and collaborating with the Client Experience Manager and People Manager to identify growth opportunities.

Responsibilities include coaching, attendance monitoring, performance reviews, and ensuring training aligns with client needs while maintaining KPI targets and service quality.

Qualifications

• Bachelor's degree or equivalent in a relevant discipline.
• Minimum three years of supervisory experience in support or SaaS environments.
• Experience supporting SaaS products, including emails, chats, and SMS.

Responsibilities

• Lead and coach the team to meet client expectations and KPIs.
• Monitor attendance, performance, and escalate issues to HR as needed.
• Provide regular coaching and conduct performance reviews.
• Ensure adequate training and adherence to client requirements.
• Coordinate with People Development and Service Delivery teams for career paths and culture.

Skills

Team leadership

Customer service

Written communication

Multitasking

Problem solving

Adaptability

CRM systems

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Job description

Boldr seeks an impact-driven Team Captain to manage day-to-day team operations, escalating issues beyond agent authority, and collaborating with the Client Experience Manager and People Manager to identify growth opportunities.

Responsibilities include coaching, attendance monitoring, performance reviews, and ensuring training aligns with client needs while maintaining KPI targets and service quality.