Team Lead: Customer Experience & Quality Assurance

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

Job summary

Boldr is seeking a Team Lead in the Philippines to oversee shift teams, ensure quality standards, and monitor performance metrics. You will coach and develop associates, implement quality procedures, and collaborate with other departments to resolve complex problems.

A strong emphasis on communication and customer satisfaction guides daily operations. The role requires leadership experience, solid knowledge of ticketing tools like Intercom, and comfort using cloud-based productivity apps (Google

Qualifications

• Bachelor's degree in any field.
• 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.

Responsibilities

• 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.
• Escalations: Ensuring you are available as the POC in the management queue to do escalations.

Skills

Leadership

Analytical thinking

Customer satisfaction

Communication

Feedback acceptance

Adaptability

Problem solving

Education

Bachelor's degree

Tools

Intercom

Google Drive

Google Sheets

Google Docs

MS Office

CMS

PowerPoint

Google Slides

Canva

Job description

Boldr is seeking a Team Lead in the Philippines to oversee shift teams, ensure quality standards, and monitor performance metrics. You will coach and develop associates, implement quality procedures, and collaborate with other departments to resolve complex problems.

A strong emphasis on communication and customer satisfaction guides daily operations. The role requires leadership experience, solid knowledge of ticketing tools like Intercom, and comfort using cloud-based productivity apps (Google