Lead Tech Support & Team Coach

Boldr; Manila; Híbrido; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Team Captain, Technical Support to lead daily operations, coach staff, and ensure client satisfaction. You will escalate issues beyond frontline agents, collaborate with clients, and drive KPIs with a strong emphasis on growth and development.

You will mentor the team, manage performance dashboards, and coordinate with HR for staffing and training. This role follows US business hours with a hybrid setup, located in the Metro Manila area for a Boldr client-focused environment.

Formación

• Bachelor’s degree in computer science, engineering, or related field.
• Familiarity with Intercom.
• Three years of supervisory experience in a related field.
• Experience with performance metrics and QA feedback loops.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Excellent communication, motivational, and interpersonal skills.
• Comfort working independently, given time zone differences.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.

Responsabilidades

• People development: identify growth opportunities and coach team members.
• Monitor and assess performance; provide timely feedback.
• QA audits to ensure performance standards.
• Culture building and embody Boldr leadership.
• Maintain KPI targets with high-quality output.
• Monitor attendance and coordinate with HR on disciplinary cases.
• Ensure training and consistency to meet client needs.
• Lead performance dashboards and reporting for actionable insights.
• Drive accountability and celebrate team wins.
• Coordinate with clients and internal teams on escalation.

Conocimientos

Intercom familiarity

Management experience

Supervisory experience

Performance metrics

QA feedback loops

Technical troubleshooting

Leadership

Excellent communication

Client relationship

Time zone coordination

Hybrid work

JIRA or Zendesk

SaaS/B2B support

Email/DNS/HTML/JS basics

Educación

Bachelor’s degree in computer science, engineering, or related field

Herramientas

Intercom

JIRA

Zendesk

Descripción del empleo

Boldr is seeking a Team Captain, Technical Support to lead daily operations, coach staff, and ensure client satisfaction. You will escalate issues beyond frontline agents, collaborate with clients, and drive KPIs with a strong emphasis on growth and development.

You will mentor the team, manage performance dashboards, and coordinate with HR for staffing and training. This role follows US business hours with a hybrid setup, located in the Metro Manila area for a Boldr client-focused environment.