Team Lead, Client Experience (Project-Based)

Boldr; Merida; On-site; PHP 400,000 - 800,000; Full time

Job summary

Boldr is seeking a Team Captain to lead the day-to-day management of the client experience team in our Philippines hub. You will serve as a point of escalation for issues beyond an agent’s authority and collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

We are looking for impact-driven individuals who embody Boldr values—curious, dynamic, and authentic—and who can coach, mentor, and align the team with client expectations while

Qualifications

• Bachelor's/College degree in a relevant discipline you’re passionate about!
• 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

• People Management: Identify growth and development opportunities for team members - coaching.
• Monitor attendance and punctuality and other people issues of all team members and escalate to HR as needed.
• Performance Quality Management: Monitor and assess team members’ performance and provide regular coaching and reviews.
• Ensure team is properly trained to meet client needs and KPI targets.
• Logistics: Ensure team members' and equipment needs are met to sustain service levels; suggest alternatives.
• Internal Coordination: Work with People Development Manager to plan career paths and training; relay issues to Service Delivery Manager.
• External Communications: Be familiar with client contacts and requirements; contribute to client support processes; solve complex client requests; identify opportunities for improvement with Client Experience Manager.
• YOU HAVE…: Various traits like curiosity, adaptability, strong communication, continuous learning.

Skills

Verbal communication

Written communication

Multitasking

Problem solving

Education

Bachelor's/College degree in a relevant discipline

Tools

Zendesk

Salesforce

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr is seeking a Team Captain to lead the day-to-day management of the client experience team in our Philippines hub. You will serve as a point of escalation for issues beyond an agent’s authority and collaborate with the Client Experience Manager and People Manager to identify growth opportunities for team members.

We are looking for impact-driven individuals who embody Boldr values—curious, dynamic, and authentic—and who can coach, mentor, and align the team with client expectations while