Technical Support Team Captain: Lead, Coach & Improve

BOLDR PH, INC.; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Boldr is seeking a Team Captain, Technical Support to lead a frontline technical support team with discipline, high performance, and a customer-centric focus. You will drive service delivery, protect client trust, and coach the team to meet KPIs through sound judgment and timely intervention.

You will own operational hygiene, develop product expertise, and escalate risks with clear context. Your leadership will foster accountability, continuous improvement, and strong relationships with clients

Qualifications

• Bachelor’s degree in computer science, engineering, or a related field.
• Three years of supervisory experience in a related field.
• Experience with performance metrics and QA feedback loops.
• Strong technical, diagnostic, and troubleshooting skills.
• Excellent verbal and written communication skills.

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 operational hygiene through 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.
• Act as the first line of defense for operational stability and service excellence.
• Lead with urgency, visibility, and accountability throughout daily operations.
• Anticipate operational risks and elevate issues with context, impact assessment, and recommended actions.
• Maintain calm, structured leadership during incidents, outages, and service disruptions.
• Build trust with stakeholders through reliable execution and strong follow-through.
• Deliver continuous coaching focused on performance improvement, technical capability, critical thinking, and career growth.
• Conduct regular coaching sessions, performance discussions, and development planning.
• Foster team autonomy and encourage proactive problem-solving.
• Foster a culture of ownership, professionalism, transparency, and psychological safety.
• Protect customer experience by ensuring timely and effective resolution of technical issues.
• Act as a point of escalation for complex customer concerns and technical incidents.
• Build strong relationships with client stakeholders and maintain a deep understanding of their business goals.
• Communicate operational risks proactively and professionally.
• Promote pride and ownership across the team.
• Identify opportunities to improve processes, workflows, systems, and operational efficiency.
• Support the adoption of new technologies, AI-enabled tools, and automation opportunities.
• Lead change management initiatives within the team.
• Partner with Support Operations, Training, QA, and Leadership teams to solve recurring operational challenges.
• Ensure team members remain current on product knowledge, process updates, and technical developments.

Job description

Boldr is seeking a Team Captain, Technical Support to lead a frontline technical support team with discipline, high performance, and a customer-centric focus. You will drive service delivery, protect client trust, and coach the team to meet KPIs through sound judgment and timely intervention.

You will own operational hygiene, develop product expertise, and escalate risks with clear context. Your leadership will foster accountability, continuous improvement, and strong relationships with clients