Technical Support Team Leader

Boldr; Pasig; Hybrid; PHP 1,339,000 - 2,009,000; Full time

Job summary

Boldr is seeking a Team Captain, Technical Support to lead the day-to-day operations of the team, serving as a point of escalation and coordinating with clients as needed. You will ensure smooth technical operations, monitor staff progress, assist with training and recruitment, set goals, and drive client satisfaction.

This role emphasizes people development, KPI achievement, and cross-functional collaboration with HR and client teams.

Qualifications

• Bachelor’s degree in CS, engineering, or related field.
• Three years of supervisory experience.
• Excellent technical, diagnostic and troubleshooting skills.
• Familiarity with Intercom.
• Experience with performance metrics and QA feedback loops.
• Strong leadership and organizational abilities.

Responsibilities

• Develop people and scale the team through coaching and performance reviews.
• Monitor attendance and coordinate with HR on disciplinary matters.
• Ensure KPI targets are met through training and coaching.
• Create work schedules and delegate tasks to meet daily/weekly goals.
• Monitor real-time performance dashboards and provide insights.
• Coordinate external communications with clients and escalate issues.
• Maintain transparent communication about challenges and successes.

Skills

Leadership

Coaching

Communication

Analytical thinking

Problem solving

Decision making

Multitasking

Team building

Written communication

Time management

Education

Bachelor’s degree

Tools

Intercom

JIRA

Zendesk

APIs

HTML/CSS/JavaScript

DNS

Job description

Boldr is seeking a Team Captain, Technical Support to lead the day-to-day operations of the team, serving as a point of escalation and coordinating with clients as needed. You will ensure smooth technical operations, monitor staff progress, assist with training and recruitment, set goals, and drive client satisfaction.

This role emphasizes people development, KPI achievement, and cross-functional collaboration with HR and client teams.