Senior Tech Support Lead: Client Success & Operations

Boldr Impact; Tacloban; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Boldr seeks a Senior Team Captain, Tech Support to lead high‑performing technical support and operations teams, ensuring exceptional client outcomes and operational excellence across client engagements.

This role bridges client expectations with technical delivery, develops people, drives process optimization, and leads complex escalations. Success requires strong leadership, technical acumen, business sense, and a passion for coaching.

Qualifications

• 5+ years of experience leading technical support, IT operations, managed services, or technical customer operations teams.
• Demonstrated experience managing people leaders and/or high-performing technical teams.
• Strong understanding of incident management, service delivery, and operational excellence frameworks.
• Experience managing client relationships and stakeholder expectations.
• Excellent communication, presentation, and interpersonal skills.
• Willingness to teach new customers about the platform.
• Ability to work across time zones.

Responsibilities

• Build trusted relationships with client stakeholders and internal partners.
• Serve as primary escalation point for operational and technical concerns.
• Ensure client commitments, SLAs, and performance expectations are consistently achieved.
• Proactively identify risks and implement mitigation plans.
• Present operational performance, trends, and improvement recommendations to stakeholders.
• Drive a culture of accountability and customer obsession across the team.
• Lead, coach, and develop Team Captains, Technical Leads, and individual contributors.
• Conduct regular performance reviews, coaching sessions, and career development conversations.
• Foster a culture of ownership, psychological safety, continuous learning, and inclusion.
• Identify and develop future leaders within the organization.
• Manage performance concerns effectively and in alignment with company policies.
• Drive employee engagement, retention, and team morale.
• Own operational performance against agreed KPIs, SLAs, quality metrics, and client objectives.
• Analyze performance data and implement strategies to improve efficiency and outcomes.
• Ensure workforce planning, resource allocation, and scheduling align with business needs.
• Lead root cause analysis and corrective action planning for recurring issues.
• Maintain operational documentation, reporting, and process governance.
• Deliver continuous improvement initiatives that create measurable business value.
• Act as the highest level of technical escalation within the team.
• Provide guidance and support for complex troubleshooting and incident management.
• Establish and maintain technical standards, processes, and best practices.
• Drive knowledge management and documentation excellence.
• Partner with technical stakeholders to improve tooling, workflows, and customer experience.
• Promote a culture of technical curiosity and continuous learning.
• Identify opportunities to improve service delivery through automation and AI-enabled solutions.
• Reduce manual effort and increase operational efficiency through technology adoption.
• Encourage experimentation and innovation within the team.
• Evaluate new tools, workflows, and technologies that improve performance.
• Champion data-driven decision making across the operation.

Skills

Leadership

Communication

Analytical thinking

Coaching

Time management

Job description

Boldr seeks a Senior Team Captain, Tech Support to lead high‑performing technical support and operations teams, ensuring exceptional client outcomes and operational excellence across client engagements.

This role bridges client expectations with technical delivery, develops people, drives process optimization, and leads complex escalations. Success requires strong leadership, technical acumen, business sense, and a passion for coaching.