Senior Director, Customer Support

Boldr; Cape Town; On-site; ZAR 1,200,000 - 1,500,000; Full time

Job summary

A global B-Corp is seeking a Senior Director of Customer Support to redefine service delivery through innovation and AI integration in Cape Town. This role involves leading teams, achieving financial targets while ensuring exceptional client outcomes and satisfaction. Ideal candidates have over 10 years of experience in a client-centric environment and a deep understanding of customer experience transformation.

Qualifications

• 10+ years of experience in customer support or operations in BPO environments.
• Proven track record in CX transformation and AI enablement.
• Strong financial and operational skills.

Responsibilities

• Lead the strategic direction of the Customer Support SBU.
• Drive client outcomes focusing on KPIs and revenue.
• Implement automated AI tools for improved CX.

Skills

Change Leadership

Analytical thinking

Customer satisfaction focus

Communication

Tools

Google Suite

AI tools

CRM systems

Job description

A LITTLE BIT ABOUT Boldr

● Boldr is the first global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work in communities worldwide.

● We are a global team united by our desire to connect diverse people with shared values for a bolder impact.

● We employ just over a thousand team members across five countries and aim to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

● Meaningful connections start with AUTHENTICITY

● We do our best work by being CURIOUS

● We grow by remaining DYNAMIC

● Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE

● At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As Senior Director of Customer Support, you will lead the strategic transformation of Boldr’s largest client-facing business unit, supporting clients across multiple sectors, including eCommerce, healthcare, and financial services. This role goes beyond traditional BPO operations: you will redefine what great service delivery looks like in CX through AI integration, data-led insights, and proactive support to not only meet target KPIs but also ensure we deliver exceptional client outcomes.

You will need to balance operational maturity with a bold vision for the future—driving measurable outcomes through continuous improvement, client partnership, leadership development, and frontline team enablement. You’ll collaborate with cross-functional leaders to align CX delivery with evolving customer expectations, CX transformation strategies, AI enablement, Boldr’s purpose, and long-term client growth.

WHAT WILL YOU DO

People & Change Leadership

• Set and execute the strategic direction of the Customer Support Strategic Business Unit (SBU)
• Lead our Client Tiering strategy and ensure proper resourcing to effectively manage our growing client base
• Coach and develop frontline managers into outcome-oriented, tech-enabled leaders
• Champion a high-performance, inclusive culture that embraces innovation, accountability, and learning
• Create career pathways and leadership pipelines aligned with emerging support models and skill needs
• Act as escalation and empowerment point for client and delivery leaders
• Model Boldr’s leadership values: Curiosity, Empathy, Excellence, Dynamic & Authentic

Operational & Financial Leadership

• Lead day-to-day performance across all clients in your SBU, focusing on KPIs and client outcomes such as customer lifetime value and revenue
• Own SBU-level revenue, margin, and meet financial and revenue targets
• Support scalable growth through workforce planning, resourcing, and delivery excellence
• Establish and maintain SBU-level reporting frameworks, leveraging insights for client and internal governance reviews
• Partner with the Director of CX Practice and Support Ops to ensure best practice delivery and continual improvement

CX Transformation & Innovation

• Serve as partner to the Implementations teams in maintaining operational excellence of AI tools and automations
• Lead adoption and success measurement of AI tools like QBR Assist, Client Pulse, and Team Coaching Insights
• Translate client feedback and delivery insights into AI innovation opportunities & best practices
• Design and implement customer journey improvements that shift the SBU from reactive to proactive, personalized, and predictive support models
• Lead the adoption of AI and automation tools such as chatbots, LLM-driven assistive tools, sentiment analysis platforms, and smart triaging systems
• Collaborate with internal teams to scale self-service channels and drive first-contact resolution

Client Partnership & Influence

• Ensure every strategic client has a clear Success Plan and experience journey
• Drive & support quarterly and/or annual business reviews with Tier 1 & 2 clients
• Build relationships with senior client stakeholders and communicate Boldr’s value
• Partner closely with our Revenue Division and the Director of Global Client Success to execute excellence in your SBU
• Serve as a strategic advisor to client executives by co-creating experience roadmaps, success plans, and innovation pilots
• Anticipate client needs and provide proactive guidance to drive loyalty, retention, and account expansion
• Partner with cross-functional teams to embed customer feedback into service and platform design

WHAT WE’LL LIKE ABOUT YOU

You are...

• A transformation-oriented leader—able to evolve from traditional support to forward-looking CX models
• Comfortable with ambiguity and change, energized by introducing new tools, thinking, and ways of working
• Able to balance execution with strategic vision, understanding both results and building scalable, future-ready models. Confident engaging at the C-level and translating delivery performance into client value
• An excellent communicator across stakeholders
• An analytical and critical thinker, detail-oriented
• Passionate about client satisfaction
• Proactive and self-motivated
• See AI and technology as multipliers for human potential & upskilling
• Adept at giving and taking direction
• Capable of doing and delegating, understanding when each is necessary
• Purposeful with a sense of urgency
• Skilled at connecting with team members, clients, and internal customers
• Capable of managing conflict and redirecting differences towards common goals

You have...

• 10+ years of experience in customer support, service delivery, or operations, ideally in BPO or fast-paced, client-centric environments
• A proven track record of leading or contributing to CX transformation, including automation, AI enablement, and self-service experiences that drive outcomes
• Hands-on experience embedding and optimizing tools like chatbots, CRM workflows, knowledge bases, and analytics dashboards
• Strong financial and operational acumen, with ownership of P&L, forecasting, and margin growth
• A data-first mindset, curious about how insights can improve experiences
• Experience collaborating across functions like Product, QA, Engineering, and L&D
• Experience leading global, distributed teams and developing mid-level leaders
• A bias for action, a heart for service, and belief in great CX through human connection and operational excellence
• Proficiency with Google Suite products
• Familiarity with AI tools, QA frameworks, and CRM systems (e.g., Hubspot, Zendesk)