Client Experience Team Lead

Boldr; Cape Town; Remote; ZAR 450,000 - 600,000; Full time

Job summary

Boldr is seeking a Team Captain to lead day-to-day operations for a client-experience team. You’ll escalate issues, partner with the Client Experience Manager and People Manager to identify growth opportunities, and drive performance and culture.

You will manage attendance, coach team members, ensure KPI targets are met, and collaborate with internal and external stakeholders to deliver outstanding client service across time zones.

Qualifications

• Bachelor's degree in a relevant discipline.
• Three years of supervisory experience in an eCommerce customer support environment.
• Experience supporting SaaS products or troubleshooting via non-voice channels (chat, email, SMS).
• Understanding of content moderation.
• Strong knowledge of ticketing/CRM platforms (e.g. Gorgias) and workflow management.
• Intermediate knowledge of cloud apps (Google Drive/Sheets/Docs) and MS Office.
• Experience with workforce management/scheduling tools (Connecteam).
• Willingness to learn Data Science and Machine Learning.
• Excellent verbal and written communication skills.

Responsibilities

• Identify growth and development opportunities for team members; coaching.
• Monitor attendance, punctuality, and people issues; escalate to HR as needed.
• Monitor performance and provide timely coaching; conduct weekly/monthly reviews.
• Ensure team training and KPI targets are met with client needs.
• Manage logistics to sustain service levels; suggest tool alternatives.
• Collaborate with People Development Manager on career paths and training plans.
• Relay issues to Service Delivery Manager promptly; support culture building.
• Guide advisors and analysts to foster growth, best practices, and morale.
• Familiarize with client contacts, requirements, and operating processes; implement client policies.
• Contribute to ongoing improvement of customer support and success processes.

Skills

Supervisory experience

SaaS customer support

Content moderation understanding

Analytical thinker

Strong written communication

Conflict resolution

Team collaboration

Time management

Education

Bachelor's degree in relevant discipline

Tools

Gorgias

Google Drive

Google Sheets

Google Docs

MS Office

Connecteam

Job description

Boldr is seeking a Team Captain to lead day-to-day operations for a client-experience team. You’ll escalate issues, partner with the Client Experience Manager and People Manager to identify growth opportunities, and drive performance and culture.

You will manage attendance, coach team members, ensure KPI targets are met, and collaborate with internal and external stakeholders to deliver outstanding client service across time zones.