Team Lead

Boldr; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boldr is hiring a Team Lead in the Philippines to supervise a customer support team, coach agents, and ensure delivery of high-quality client experiences.

You will monitor performance metrics, run weekly coaching, and collaborate with other departments to resolve issues while upholding Boldr values of curiosity, dynamism, and authenticity.

Qualifications

• Bachelor's degree or higher required.
• At least 1 year of leadership experience.
• 2+ years of Customer Support experience.
• Strong verbal and written communication skills.
• Familiarity with help desk or ticketing systems (Intercom a plus).

Responsibilities

• Team Leadership: supervise and mentor a team during shifts.
• Quality Assurance: ensure adherence to client and customer standards.
• Performance Metrics: monitor agent tasks and goals; take corrective actions.
• Training and Development: conduct onboarding and ongoing coaching sessions.
• Communication: maintain open channels with team, leads, and management.
• Problem Solving: address operational challenges and coordinate cross-department solutions.
• Helpdesk Management: monitor helpdesk availability and SLA adherence.
• Act as a point of contact for escalations in the management queue.

Skills

Team leadership

Customer support

Quality assurance

Training coaching

Communication

Problem solving

SLA monitoring

Google Workspace

Intercom

Help desk tools

Education

Bachelor's degree

Tools

Google Drive

Google Sheets

Google Docs

MS Office

Content management systems

Presentation software

Job description

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.

• We are a global team, united by our desire to connect diverse people with common values for Boldr impact.

LET'S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we'll always find EMPATHY

WHAT IS YOUR ROLE

As a Team Lead , you are responsible for executing processes defined by the client or management. You will need to efficiently manage a large amount of often sensitive or confidential information. The role will require keen attention to detail while maintaining productivity at defined proficiency levels.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Team Leadership: Supervise and lead a team of team members during the assigned shift. Provide guidance, coaching, and support to ensure team members meet their goals and objectives.
• Quality Assurance: Ensure support and acknowledgment of quality standards aligned with our client and customer experience. Implement quality control procedures and address any quality issues promptly.
• Performance Metrics: Monitor and track key performance metrics, such as agent tasks and responsibilities. Take corrective actions as needed to meet or exceed performance targets.
• Training and Development: Train new associates and provide ongoing training to existing team members to enhance their skills and knowledge. Foster a culture of continuous improvements through weekly 1:1s and impromptu coaching sessions.
• Communication: Maintain open and effective communication channels with team members, other shift leads, and management. Report any issues, escalations, or opportunities for improvement.
• Problem Solving: Address operational challenges and resolve issues that may arise during the shift. Collaborate with other departments to find solutions to complex problems.
• Helpdesk Management: Ensure the helpdesk is managed by checking agent availability and SLA tickets.
• Ensuring you are available as the POC in the management queue to do escalations.

WHAT WE'LL LIKE ABOUT YOU YOU ARE

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE

• Bachelor's/College Degree in any field you're passionate about!
• 1 year of leadership experience.
• 2+ years of Customer Support experience
• Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and MS Office applications.
• Familiarity with help desk or ticketing systems (Intercom experience a plus).
• Familiarity with website-building tools, content management systems, or presentation software
• Strong technical aptitude for troubleshooting digital platforms and web-based apps.
• Excellent verbal and written communication skills.
• An ability to understand and communicate complex ideas to clients.
• Ability to accept feedback gracefully and with an open mind.
• Customer orientation and ability to adapt/respond to customers with diverse backgrounds.

NICE TO HAVE

• Knowledge of presentation software (Gamma, PowerPoint, Google Slides, Canva).
• Familiarity with AI-powered tools or generative platforms.