Team Lead, Client Experience & Growth

Boldr; Leyte; Remote; PHP 600,000 - 900,000; Full time

Job summary

Boldr is a global team delivering client experiences and meaningful work. The Team Captain will manage day‑to‑day operations, coach peers, and coordinate with the Client Experience Manager and People Manager to grow and develop the team while upholding Boldr values.

You’ll drive performance, ensure KPI targets are met, and oversee escalation, training, and internal communications to support client success and organizational culture across our remote scale.

Qualifications

• Bachelor’s/College degree in a relevant discipline.
• Three years of supervisory experience in a related field (especially email and chat support).
• Experience supporting SaaS products or troubleshooting (non-voice, chats, emails, SMS).
• A general understanding of content moderation.

Responsibilities

• Identify growth and development opportunities for team members - coaching.
• Monitor attendance and punctuality and other people issues; escalate to HR as needed.
• Monitor and assess team performance; provide timely coaching and conduct regular reviews.
• Ensure team is trained and meets client and company KPI targets.
• Maintain equipment and logistics to sustain service levels.
• Collaborate with People Development Manager on career paths and training plans.
• Communicate with Service Delivery Manager; reinforce Boldr core values and culture.
• Guide team members to foster growth, morale and best practices.

Skills

Supervisory experience

Email & chat support

SaaS product support

CRM familiarity

Content moderation understanding

Cloud apps (Google Drive/Sheets/docs)

MS Office proficiency

Strong written communication

Ability to coach and mentor

Education

Bachelor’s/College degree

Tools

Zendesk

Salesforce

Job description

Boldr is a global team delivering client experiences and meaningful work. The Team Captain will manage day‑to‑day operations, coach peers, and coordinate with the Client Experience Manager and People Manager to grow and develop the team while upholding Boldr values.

You’ll drive performance, ensure KPI targets are met, and oversee escalation, training, and internal communications to support client success and organizational culture across our remote scale.