Remote CX Team Lead - Growth & Coaching

Boldr; Wilmington (NC); Remote; USD 11.000 - 21.000; Vollzeit

Zusammenfassung

Boldr is seeking a Team Captain to lead day-to-day operations for a CX team. You will coach agents, manage performance, and work with the Client Experience Manager to identify growth opportunities. The role emphasizes a coaching culture and values-driven leadership across a global client base.

Ideal candidates have 3+ years in supervisory CX roles, experience with SaaS products, and proficiency in Zendesk/Salesforce. This is a remote role with potential flexibility for Mexico-based teams.

Qualifikationen

• 3+ years in a team lead/supervisory role in CX/BPO.
• Experience coaching and conducting performance reviews.
• Familiarity with SaaS products and CRM tools (Zendesk, Salesforce).
• Bachelor's degree or equivalent in a relevant field.

Aufgaben

• People Management: coach and develop team members.
• Monitor attendance and performance, escalate to HR as needed.
• Provide regular coaching; conduct weekly/monthly reviews.
• Ensure training and KPI targets are met for the team.
• Coordinate with People Development Manager on career paths.
• Assist in external communications and client value improvement.
• Mentor advisors and analysts to foster growth and morale.
• Understand client processes; implement policies with the client in mind.

Kenntnisse

People management

Coaching

KPI ownership

SaaS product experience

CRM systems

Zendesk/Salesforce familiarity

Written communication

English fluency

Ausbildung

Bachelor's degree in a relevant discipline

Tools

Zendesk

Salesforce

Google Workspace

MS Office

Jobbeschreibung

Boldr is seeking a Team Captain to lead day-to-day operations for a CX team. You will coach agents, manage performance, and work with the Client Experience Manager to identify growth opportunities. The role emphasizes a coaching culture and values-driven leadership across a global client base.

Ideal candidates have 3+ years in supervisory CX roles, experience with SaaS products, and proficiency in Zendesk/Salesforce. This is a remote role with potential flexibility for Mexico-based teams.