Technical Support Team Captain: Leader & Coach

Boldr; Leyte; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Boldr is seeking a Team Captain, Technical Support in the Philippines to lead a frontline technical support team with discipline, coaching, and accountability. You will drive service delivery, customer experience, risk management, and continuous improvement while developing people and ensuring client trust.

Expect to own KPI attainment, QA processes, and operational hygiene, building a high-performing team aligned with Boldr values of curiosity, dynamism, and authenticity.

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.
• Comfort working independently, given time zone differences.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.
• Demonstrated experience leading frontline operational teams in a customer support, technical support, or BPO environment.
• Strong experience managing performance through KPI, QA, CSAT, and operational metrics.
• Proven ability to identify and manage operational risk.
• Experience coaching and developing high‑performing teams.
• Strong analytical and decision‑making capabilities.
• Ability to translate operational data into actionable insights.
• Experience leading change and continuous improvement initiatives.
• Maintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays as required, to provide supervisory coverage.

Responsibilities

• Drive SLA, quality, productivity, compliance, and customer experience targets.
• Monitor operational performance and identify emerging risks before they impact customers or clients.
• Maintain 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 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 and actions.
• Maintain calm leadership during incidents and disruptions.
• Build trust with stakeholders through reliable execution and follow‑through.
• Deliver continuous coaching focused on performance improvement and career growth.
• Conduct regular coaching sessions and development planning.
• Foster team autonomy and proactive problem solving.
• Promote engagement, collaboration, and positive team morale.

Skills

Team leadership

Coaching

Performance management

Strategic thinking

Communication

Problem solving

Client relationship

Time management

Education

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

Tools

Jira

Zendesk

APIs

Email infrastructure

DNS

HTML/CSS/JS

Job description

Boldr is seeking a Team Captain, Technical Support in the Philippines to lead a frontline technical support team with discipline, coaching, and accountability. You will drive service delivery, customer experience, risk management, and continuous improvement while developing people and ensuring client trust.

Expect to own KPI attainment, QA processes, and operational hygiene, building a high-performing team aligned with Boldr values of curiosity, dynamism, and authenticity.