Director of Technical Client Experience & Operations

Boldr Impact; Cape Town; On-site; ZAR 1,000,000 - 1,600,000; Full time

Job summary

Boldr Impact seeks a proactive leader to head Client Experience operations, driving exceptional customer service and program outcomes. You will manage global support teams, ensuring high-quality interactions, scalable processes, and strong client relationships.

This role emphasizes operational ownership and leadership development across programs. Ideal candidates bring 4+ years of leadership in technical or client experience teams, experience with SaaS/AI environments, and a data-driven approach

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 4+ years leading Technical Support or Client Experience teams.

Responsibilities

• Lead high-performing technical support operations across global teams.
• Own customer experience outcomes, support quality, and team development.
• Monitor KPIs, SLAs, CSAT, QA, productivity, and escalation management.

Skills

Client experience

Operational excellence

Leadership

Data-driven

Communication

Problem-solving

Analytical thinking

Cross-functional collaboration

Education

Bachelor’s Degree in a related field

Tools

Zendesk

Jira

Salesforce

HubSpot

Talkdesk

Job description

Boldr Impact seeks a proactive leader to head Client Experience operations, driving exceptional customer service and program outcomes. You will manage global support teams, ensuring high-quality interactions, scalable processes, and strong client relationships.

This role emphasizes operational ownership and leadership development across programs. Ideal candidates bring 4+ years of leadership in technical or client experience teams, experience with SaaS/AI environments, and a data-driven approach