Impactful Client Experience Team Lead

Boldr Impact; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Boldr is seeking a Team Lead to oversee a shift, supervise a team, coach members, and ensure delivery of client experiences. You will manage confidential information with attention to detail and drive performance toward targets.

The role emphasizes training, quality assurance, escalation handling, and cross‑department collaboration. Applicants should have a bachelor’s degree, at least 1 year of leadership experience, and 3+ years in customer support.

Qualifications

• Bachelor's degree in any field.
• 1 year of leadership experience.
• 3+ years of Customer Support experience.
• Basic knowledge of cloud-based applications (Google Drive/Sheets/Docs) and MS Office.

Responsibilities

• Team Leadership: supervise and coach a team during the assigned shift.
• Quality Assurance: ensure quality standards and address issues promptly.
• Performance Metrics: monitor KPIs and take corrective actions to meet targets.
• Training and Development: train new associates and provide ongoing coaching.
• Communication: maintain open channels with team, leads, and management.
• Problem Solving: address operational challenges and collaborate with other departments.
• Helpdesk Management: ensure helpdesk is managed and SLA tickets are handled.
• Escalation Point: act as POC in management queue for escalations.

Skills

Leadership

Customer focus

Analytical thinking

Communication

Education

Bachelor's degree

Tools

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Team Lead to oversee a shift, supervise a team, coach members, and ensure delivery of client experiences. You will manage confidential information with attention to detail and drive performance toward targets.

The role emphasizes training, quality assurance, escalation handling, and cross‑department collaboration. Applicants should have a bachelor’s degree, at least 1 year of leadership experience, and 3+ years in customer support.