Tech Support Team Lead & Customer Experience Champion

BOLDR PH, INC.; Leyte; On-site; PHP 600,000 - 900,000; Full time

Job summary

Boldr is hiring a Team Captain, Technical Support to lead a frontline technical support team. You will drive disciplined, high-performing, and customer-centric operations with proactive leadership, coaching, and accountability.

You’ll protect service delivery, customer experience, and client trust through sound judgment and timely intervention. Success is measured by KPI achievement, people development, risk management, and continuous improvement, while fostering an environment where team

Qualifications

• Bachelor’s degree in computer science, engineering, or related field.
• Three years of supervisory experience in a related field.
• Experience with performance metrics and QA feedback loops.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Excellent verbal and written communication skills, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.

Responsibilities

• Drive consistent attainment of SLA, quality, productivity, compliance, and customer experience targets.
• Monitor operational performance and identify emerging risks before they impact customers or clients.
• Maintain strong operational hygiene through accurate coaching documentation, QA tracking, performance records, and risk management processes.
• Perform root cause analysis and implement corrective actions to eliminate recurring issues.
• Ensure team adherence to operational processes, policies, and client requirements.
• Develop strong expertise in the client's products, systems, and services.
• Lead frontline operational teams in a customer support, technical support, or BPO environment.
• Protect customer experience by ensuring timely and effective resolution of technical issues.

Skills

Leadership

Coaching

Customer advocacy

Operational excellence

Problem solving

Communication

Team collaboration

Decision making

Education

Bachelor’s degree in computer science, engineering, or related field

Tools

JIRA

Zendesk

API concepts

Job description

Boldr is hiring a Team Captain, Technical Support to lead a frontline technical support team. You will drive disciplined, high-performing, and customer-centric operations with proactive leadership, coaching, and accountability.

You’ll protect service delivery, customer experience, and client trust through sound judgment and timely intervention. Success is measured by KPI achievement, people development, risk management, and continuous improvement, while fostering an environment where team