Team Lead - Client Experience & Growth

Boldr; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

Boldr seeks a Team Captain to lead day-to-day team operations, coach members, and escalate issues beyond agent authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities and drive high-quality client service.

Ideal candidates bring at least three years of supervisory experience in ecommerce customer support, experience with SaaS products, and strong communication skills. You’ll foster Boldr values in a dynamic, supportive environment.

Qualifications

• Bachelor's degree in a relevant discipline.
• Minimum of three years in a supervisory role within ecommerce customer support.
• Experience supporting SaaS products or troubleshooting via non-voice channels (email/chat/SMS).
• Strong written and verbal communication skills.
• Ability to learn and adapt to new tools quickly.

Responsibilities

• Identify growth opportunities for team members through coaching.
• Monitor attendance, punctuality, and people issues and escalate to HR when needed.
• Provide regular coaching and performance reviews to team members.
• Ensure training is consistent and KPI targets are met.
• Coordinate internally with People Development and Service Delivery managers.

Skills

Supervisory experience

SaaS support

Analytical thinking

Communication

Multitasking

Conflict management

Client relationship building

Education

Bachelor's degree

Tools

Gorgias

Connecteam

Google Drive

Google Sheets

Google Docs

MS Office

Job description

Boldr seeks a Team Captain to lead day-to-day team operations, coach members, and escalate issues beyond agent authority. You will collaborate with the Client Experience Manager and People Manager to identify growth opportunities and drive high-quality client service.

Ideal candidates bring at least three years of supervisory experience in ecommerce customer support, experience with SaaS products, and strong communication skills. You’ll foster Boldr values in a dynamic, supportive environment.