Technical Support Team Lead & Coach

Boldrimpact; Manila, Hinoba-an; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Boldr is seeking a Team Captain, Technical Support in Manila to lead a frontline technical support team with a focus on operational excellence and customer satisfaction. You will coach, develop, and motivate the team while maintaining high performance and adherence to client requirements.

You will own leadership accountability, manage risks, and drive improvements across processes, training, and quality assurance to ensure reliable service delivery and strong client trust.

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.
• Excellent verbal and written communication skills.
• Nice to have experience with JIRA or Zendesk.

Responsibilities

• Drive SLA, quality, productivity, and customer experience targets.
• Lead with urgency, visibility, and accountability in daily operations.
• Deliver coaching focused on performance, capability, and growth.
• Build a culture of ownership, transparency, and accountability.
• Protect customer experience and serve as escalation point for complex issues.
• Identify opportunities to improve processes and drive automation.

Skills

Leadership

Coaching

Analytical

Problem solving

Communication

Change management

Education

Bachelor’s degree in Computer Science or Engineering

Tools

JIRA

Zendesk

APIs

Job description

Boldr is seeking a Team Captain, Technical Support in Manila to lead a frontline technical support team with a focus on operational excellence and customer satisfaction. You will coach, develop, and motivate the team while maintaining high performance and adherence to client requirements.

You will own leadership accountability, manage risks, and drive improvements across processes, training, and quality assurance to ensure reliable service delivery and strong client trust.