Team Captain: Client Experience Leader

Boldr Impact; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

Boldr Impact is seeking a Team Captain to lead day-to-day team operations, escalate issues beyond agent authority, and partner with the Client Experience Manager and People Manager to identify growth opportunities.

You will coach, monitor attendance, and drive performance against client KPIs while coordinating with cross-functional teams to optimize service delivery and culture within the Boldr team.

Qualifications

• Bachelor's degree or higher in a relevant field.
• Minimum 3 years of supervisory experience in email/chat support.
• Experience with SaaS products or troubleshooting (non-voice channels).
• Understanding of content moderation and CRM systems (Zendesk, Salesforce preferred).
• Proficiency with Google Drive/Sheets/Docs and MS Office.

Responsibilities

• People Management: identify growth opportunities and coach team members; monitor attendance and escalate HR issues.
• Performance Quality Management: provide regular coaching and conduct weekly/monthly reviews; ensure KPI targets are met.
• Logistics: ensure equipment/needs met to sustain service levels; suggest alternatives to tools as needed.
• Internal Coordination: work with People Development Manager on career paths and training plans; communicate issues to Service Delivery Manager.
• External Communications: understand client requirements and contribute to support/process improvements; resolve complex client requests.

Skills

People management

Coaching

Communication

Conflict resolution

Multitasking

Team collaboration

Customer service writing

Education

Bachelor's degree

Tools

Zendesk

Salesforce

G Suite

MS Office

Job description

Boldr Impact is seeking a Team Captain to lead day-to-day team operations, escalate issues beyond agent authority, and partner with the Client Experience Manager and People Manager to identify growth opportunities.

You will coach, monitor attendance, and drive performance against client KPIs while coordinating with cross-functional teams to optimize service delivery and culture within the Boldr team.