Frontline Tech Support Captain

Boldr; Tacloban; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

Boldr in Tacloban is seeking a Team Captain, Technical Support to lead a frontline support team with a focus on operational excellence, coaching, and customer-centric delivery. You will defend service quality, monitor performance, and drive continuous improvement.

The role emphasizes developing people, managing risk, and building trusted relationships with clients, with accountability for KPIs and a strong emphasis on Boldr values: Curious, Dynamic, Authentic.

Qualifications

• Bachelor’s degree in computer science, engineering, or related field.
• Three years of supervisory experience in a related field.
• Experience with performance metrics and QA feedback loops.
• Excellent diagnostic and troubleshooting skills.
• Ability to work across time zones and coordinate with US-based stakeholders.

Responsibilities

• Drive consistent attainment of SLA, quality, productivity, and customer experience targets.
• Lead with urgency, visibility, and accountability in daily operations.
• Coach and develop team through regular sessions and performance discussions.
• Identify and manage operational risks; implement corrective actions.
• Partner with other teams to solve recurring challenges and ensure product knowledge.

Skills

People development

Coaching

Leadership

Analytical thinking

Communication skills

Time management

Education

Bachelor’s degree in computer science or related field

Tools

Jira

Zendesk

Job description

Boldr in Tacloban is seeking a Team Captain, Technical Support to lead a frontline support team with a focus on operational excellence, coaching, and customer-centric delivery. You will defend service quality, monitor performance, and drive continuous improvement.

The role emphasizes developing people, managing risk, and building trusted relationships with clients, with accountability for KPIs and a strong emphasis on Boldr values: Curious, Dynamic, Authentic.