Technical Support Team Lead & Coach

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

Job summary

Boldr is seeking a Team Captain, Technical Support to lead frontline technical support teams, drive operational excellence, and deliver world-class client experiences. You will coach, manage performance, and own SLA targets while partnering with client stakeholders for risk mitigation and process improvements.

This role emphasizes leadership, accountability, and hands-on technical oversight across time zones, with a focus on coaching, diagnostics, and continuous improvement.

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.
• Willingness to build professional relationships with team members and clients.
• Maintain an open and flexible schedule, including the willingness to work nights, weekends, and holidays.

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 coaching documentation, QA tracking, performance records, and risk management.
• Perform root cause analysis and implement corrective actions to eliminate recurring issues.
• Lead frontline operational teams and ensure client trust through proactive leadership.

Skills

Team leadership

Coaching

Operations management

Performance metrics

QA processes

Incident management

Communication

Problem solving

Deal with client concerns

Education

Bachelor’s degree in CS/engineering or related field

Tools

JIRA

Zendesk

Job description

Boldr is seeking a Team Captain, Technical Support to lead frontline technical support teams, drive operational excellence, and deliver world-class client experiences. You will coach, manage performance, and own SLA targets while partnering with client stakeholders for risk mitigation and process improvements.

This role emphasizes leadership, accountability, and hands-on technical oversight across time zones, with a focus on coaching, diagnostics, and continuous improvement.