Senior Tech Support & Operations Leader

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

Job summary

Boldr is seeking a Senior Team Captain, Tech Support to lead high-performing technical support and operations teams. You will bridge client expectations with team performance and technical delivery, developing people, driving operational results, and guiding complex escalations.

The role emphasizes coaching, process optimization, and opportunities to apply automation and AI-enabled solutions to improve efficiency and client outcomes.

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.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, motivational, and interpersonal skills.
• Proven ability to coach, mentor, and develop talent.
• Excellent technical, diagnostic, and troubleshooting skills.
• Willingness to build professional relationships with team members and clients.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.

Responsibilities

• Build trusted relationships with client stakeholders and internal partners.
• Serve as a 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.

Skills

Team leadership

Analytical thinking

Effective communication

Multitasking

Adaptability

Conflict resolution

Job description

Boldr is seeking a Senior Team Captain, Tech Support to lead high-performing technical support and operations teams. You will bridge client expectations with team performance and technical delivery, developing people, driving operational results, and guiding complex escalations.

The role emphasizes coaching, process optimization, and opportunities to apply automation and AI-enabled solutions to improve efficiency and client outcomes.