Team Lead: Client Experience & Growth

Boldr Impact; Philippines; Remote; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

Boldr is seeking a Team Captain to manage day-to-day client experience teams and serve as escalation point for issues outside authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will champion Boldr values, coach and develop advisors, and ensure delivery excellence while aligning with client requirements and internal processes.

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 experience (non voice, chats, emails and SMS).
• A general understanding of content moderation.
• Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Willingness to learn about Data Science and Machine Learning.
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Ability to accept feedback gracefully and with an open mind.

Responsibilities

• Coaching to identify growth opportunities for team members.
• Monitor attendance and address people issues; escalate to HR when needed.
• Provide regular coaching; conduct weekly and monthly performance reviews.
• Ensure proper training and consistency in meeting client needs.
• Help meet company and client KPI targets.
• Ensure team equipment needs are met; suggest tool alternatives.
• Coordinate with People Development Manager on career paths and training plans.
• Relay issues to the Service Delivery Manager; support culture and core values.
• Guide advisors and analysts to foster growth and morale.

Skills

Team leadership

People management

Client communication

Problem solving

Multitasking

Adaptability

Attention to detail

Written communication

Conflict resolution

Education

Bachelor's degree

Tools

Zendesk

Salesforce

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Team Captain to manage day-to-day client experience teams and serve as escalation point for issues outside authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

You will champion Boldr values, coach and develop advisors, and ensure delivery excellence while aligning with client requirements and internal processes.